Complaints procedure - Blaby District Council

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Complaints procedure

Our Ethos

Putting the customer at the heart of everything we do is the way we work at Blaby District Council. We always try to get things right, but we recognise that sometimes things go wrong and you might not always be happy with the service you receive.  If this happens then we want to know.

We would also like to hear from you if you think that we have done something really well, or you have received extraordinary customer services. Visit our customer feedback page.

What is a complaint?

We define a complaint as an expression of dissatisfaction about a Council service that requires a response.

This includes:

  • Unreasonable delay in providing a response or undertaking a service

  • Failure to provide a service at the standard expected

  • Failure to be treated fairly

  • Maladministration of your case

Not a Complaint?

Sometimes the complaint process is not the most appropriate way to address your concerns. Examples of issues we cannot address through this process include:

  • When you first request a service

  • When you first report a fault (eg. missed bin collection)

  • When you have concerns about an issue in the District, such as a noise or public nuisance - these concerns should be directed to our Environmental Health team who will investigate

  • Where there is a statutory right of appeal - this will be the case if you are unhappy with your council tax band or you have had your planning application refused

Services not Provided by Blaby District Council

Some of the services provided within the district are not provided by Blaby District Council and therefore we are unable to investigate these complaints.

Complaints concerning the following, are dealt with by Leicestershire County Council: 

  • Highways, traffic or on-street parking; 

  • Schools and Education; 

  • Social Care or Adult's and Children's Services

  • Street Lighting 

Please visit their website (external link) for more information. You may also send your complaint to them in writing to:

Leicestershire County Council,
FREEPOST LE1779 
County Hall , Glenfield, Leicester 
LE3 8RB


Public Sewers and shared drainage matters are dealt with by Severn Trent Water.

Please visit their website (external link) for more information. You may also send your complaint to them in writing to: 

Severn Trent
PO Box 407
DARLINGTON
DL1 9WD


For complaints about allotments, cemeteries, community halls and local recreation areas, please contact your local Parish or town Council. 

Information on how to contact your Parish Council can be found on their website. Please find a list of the local parish councils on the following website (external link) or you can speak to a member of our Customer Services team; by phoning 0116 275 0555 or emailing customer.services@blaby.gov.uk, who will be happy to provide you with this information.

How to make a complaint

You can make your complaint in writing, by telephone, email or by completing the Council’s online complaints form.

You can even make a complaint in person to the Manager for the Service area you are concerned about - or direct to any of the Council's Group Managers.  

We will acknowledge your complaint within five working days and we aim to provide a full response to your complaint within 15 working days. If we need longer to consider aspects of your complaint we will keep you informed of the reasons why and when you should expect to receive a response.

If you are not satisfied with the response you receive you may contact us and request a review of your complaint by an independent officer, who has not had any previous involvement in your complaint. You should set out clearly the reasons why you are unhappy with the outcome, preferably in writing.

The review process will normally take 15 working days and you will receive a written response.       

If you are still unhappy after going through the Council’s complaints procedure you can take your complaint to the Local Government and Social Care Ombudsman (external link) who may decide to investigate the issue on your behalf.

For more information please read our Complaint's Policy 2018 and our New Complaints Leaflet.

Complaint about a Councillor

For further information on how to make a complaint about a District/Parish or Town Councillor please visit the Complaints About Councillors page.

Complaint about fraud

If you consider your complaint relates to fraud please look at our Whistleblowing Procedure.

Downloads

Complaints Form

Complaints Policy 2018

Complaints Leaflet 2018

External websites

Local Government and Social Care Ombudsman (external link)

Leicestershire County Council

Severn Trent Water (External Link)

Leicestershire Parish Council's website (external link)

Contact

Feedback  
Information Governance  
Blaby District Council  
Council Offices  
Desford Road  
Narborough  
Leicester  
LE19 2EP
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E-Mail:
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Telephone:
0116 272 7678
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Fax:
0116 275 0368
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Minicom:
0116 284 9786
Last updated: 21 November 2018

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