Compliments and Complaints | Rochford Council

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id="search-rochfordgovuk">Search Rochford.gov.uk</h2> <form action="/search" method="get" id="views-exposed-form-search-search-results" accept-charset="UTF-8" class="govuk-inline-form"> <div class="form-group js-form-item form-item govuk-form-group js-form-type-search-api-autocomplete form-item-search js-form-item-search form-no-label"> <label class="govuk-label form-label visually-hidden" for="edit-search"> Search </label> <input placeholder="Search the site" data-drupal-selector="edit-search" data-search-api-autocomplete-search="search" class="form-autocomplete form-text form-control govuk-input" data-autocomplete-path="/search_api_autocomplete/search?display=search_results&&filter=search" type="text" id="edit-search" name="search" value size="30" maxlength="128"> </div> <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions"> <div class="form-group"> <input data-drupal-selector="edit-submit-search" type="submit" 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<li class="govuk-breadcrumbs__list-item" aria-current="page">Compliments and Complaints</li> </ol> </div> </nav> </div> <div id="block-rochford-sitewidealert" class="cp-site-alert block block-sitewide-alert-block"> <div data-sitewide-alert></div></div> <div id="block-rochford-page-title" class="block block-core block-page-title-block"> <h1 class="govuk-heading-xl" id="compliments-and-complaints"> <span>Compliments and Complaints</span> </h1> </div> </div> </div> </div> <div class="govuk-width-container"> <main class="govuk-main-wrapper" id="main-content"> <div class="govuk-grid-row"> <div class="page-region-content govuk-grid-column-full"> <div class="region region-content"> <div data-drupal-messages-fallback class="hidden"></div> <div id="block-rochford-content" class="block block-system block-system-main-block"> <article about="/compliments-and-complaints"> <div> <div class="layout layout--onecol"> <div class="layout__region layout__region--content"> <div class="block block-layout-builder block-extra-field-block--node--basic-page--content-moderation-control"> </div> <div class="views-element-container block block-views block-views-block--content-published-information-block-1"> <div><div class="content-authored-information-block view-id-content-published-information view-display-id-block-1 js-view-dom-id-534b73bdc4252bdcecec9275fd2d22fc1b549becd58c99866ef79fb6e47759d3"> <div><span class="views-field views-field-created"><span class="views-label views-label-created">Published</span><span class="field-content"><time datetime="2021-03-08T12:39:58+00:00">08 March 2021</time> </span></span><div class="views-field views-field-revision-timestamp"><span class="views-label views-label-revision-timestamp">Last updated</span><span class="field-content"><time datetime="2024-12-13T16:33:28+00:00">13 December 2024</time> </span></div></div> </div> </div> </div> </div> </div> <div class="layout layout--twocol-section layout--twocol-section--67-33 govuk-grid-row"> <div class="layout__region layout__region--first"> <div class="block block-layout-builder block-field-block--node--basic-page--body"> <div class="field field--name-body field--type-text-with-summary field--label-hidden"> <h2 id="compliments-and-comments">Compliments and comments</h2> <p>We value your opinion and the compliments, comments and complaints that we receive help us to improve and develop our services.</p> <p>Tell us if you're happy with the service you have received, if you have a suggestion for how a service could be improved or if you are dissatisfied with a service provided. Most concerns can be resolved by contacting the service directly. This gives us the opportunity to put things right before you raise an official complaint.</p> <div class="wp-block-buttons"> <div class="wp-block-button"><a class="wp-block-button__link" href="https://rochford-self.achieveservice.com/en/AchieveForms/?form_uri=sandbox-publish%3A//AF-Process-b3ec2fc4-abb9-4121-b2f3-62830520e166/AF-Stage-86bc6da6-c144-49b0-bd2d-c732ceadb64e/definition.json&redirectlink=/en&cancelRedirectLink=/en&accept=yes&consentMessageIds[]=7" target="_blank" rel="noreferrer noopener">Comment, Compliment or Complaint online form</a></div> </div> <h2 id="formal-complaints">Formal complaints</h2> <p>You can request the issue to be dealt with as a formal complaint using the online form.</p> <p>To make it easier for us to resolve your complaint, you should provide us with as much information as possible, including the date you initially reported your complaint to the service and, if applicable, the online reference number provided when you submitted your complaint online.</p> <div class="wp-block-buttons"> <div class="wp-block-button"><a class="wp-block-button__link" href="https://rochford-self.achieveservice.com/en/AchieveForms/?form_uri=sandbox-publish%3A//AF-Process-b3ec2fc4-abb9-4121-b2f3-62830520e166/AF-Stage-86bc6da6-c144-49b0-bd2d-c732ceadb64e/definition.json&redirectlink=/en&cancelRedirectLink=/en&accept=yes&consentMessageIds[]=7" target="_blank" rel="noreferrer noopener">Submit a formal complaint</a></div> </div> <h2 id="other-ways-to-get-in-touch">Other ways to get in touch</h2> <ul><li>By email – Our email address is <a href="mailto:Customer.Comments@rochford.gov.uk">Customer.Comments@rochford.gov.uk</a></li><li>By post - Write to us at Rochford District Council, Council Offices, South Street, Rochford, Essex, SS4 1BW</li><li>By phone – If you cannot use our online services, you can call us on 01702 546366 and a Customer Service Advisor will complete the form on your behalf</li></ul> <h2 id="is-there-a-time-limit-for-making-a-complaint">Is there a time limit for making a complaint?</h2> <p>We will not normally consider a complaint that is made more than one year after the individual first became aware of the issue they want to complain about. There are exceptions to this where the Council accepts that such a delay was reasonable.</p> <h2 id="formal-complaint-process">Formal complaint process</h2> <p>We would not usually consider a complaint through its complaints procedure where there remains an outstanding route of appeal or other judicial process.</p> <h3 id="stage-1-resolution">Stage 1: Resolution</h3> <p>You will receive an acknowledgement advising that your complaint has been logged as a Stage 1 formal complaint within five working days. This will provide you with details of who will be investigating your complaint.</p> <p>The service investigator who was not involved in the original complaint will complete a meaningful and informed review and a response will be sent to you within ten working days.</p> <h3 id="stage-2-review">Stage 2: Review</h3> <p>If your complaint is not resolved your satisfaction, you can request it to be moved to stage 2. You must explain why you are dissatisfied with the outcome of the Stage 1 investigation and what you think we can do to put matters right.</p> <p>Your complaint will be reviewed by a Senior Manager who was not involved in the original complaint. The Senior Manager will not reinvestigate the complaint but will focus on understanding the continuing concerns and whether the Stage 1 Resolution process was done fairly and that the conclusions reached were reasonable. We aim to notify you of the outcome of the review within 15 working days.</p> <p>If it isn't possible to complete Stage 1 or 2 within the specified timescales, you will be contacted and informed when to expect a response.</p> <p>The <a href="/media/3384" target="_blank" rel="noreferrer noopener">Complaints Policy </a>includes further information relating to complaints.</p> <h3 id="what-happens-if-you-are-still-dissatisfied-once-your-complaint-has-been-through-our-complaints-proce">What happens if you are still dissatisfied once your complaint has been through our complaints process?</h3> <p>If we are unable to resolve your problem and you are still dissatisfied with your response the matter can be brought before the Local Government Ombudsman, or the Housing Ombudsman, for independent investigation.</p> <h2 id="complaint-against-a-councillor">Complaint against a Councillor</h2> <p>If you want to complain about the conduct of an elected Member, please see the Related Content section.</p> </div> </div> </div> <div class="layout__region layout__region--second"> <div class="block block-book block-book-navigation"><h2 id="in-this-section">In this section</h2> <ul class="cp-book cp-book--bullets"> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/accessibility" hreflang="en">Accessibility</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/apply-for-it" hreflang="en">Apply for It</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/pay-for-it-0" hreflang="en">Pay For It</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/report-it" hreflang="en">Report It</a> </div> </li> <li class="govuk-book__navigation-item menu-item--expanded govuk-book__navigation-item--active is-active"> <div class="govuk-book__navigation-item__wrapper"> Compliments and Complaints </div> <ul> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/dealing-with-habitual-or-vexatious-complainants" hreflang="en">Dealing with Habitual or Vexatious complainants</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/guidance-on-level-of-compensation-november-2024-appendix-1-accessible-version" hreflang="en">Guidance on Level of Compensation November 2024 - Appendix 1 - Accessible version</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/rochford-district-council-complaints-policy-accessible-version" hreflang="en">Rochford District Council Complaints Policy - Accessible version</a> </div> </li> </ul> </li> <li class="govuk-book__navigation-item menu-item--collapsed"> <div class="govuk-book__navigation-item__wrapper"> <a href="/contact-us" hreflang="en">Contact Us</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/cookies" hreflang="en">Cookies</a> </div> </li> <li class="govuk-book__navigation-item menu-item--collapsed"> <div class="govuk-book__navigation-item__wrapper"> <a href="/data-protection" hreflang="en">Data Protection</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/insurance-claim" hreflang="en">Insurance Claim</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/media-releases-and-enquiries" hreflang="en">Media releases and enquiries</a> </div> </li> <li class="govuk-book__navigation-item"> <div class="govuk-book__navigation-item__wrapper"> <a href="/rochford-district-council-social-media" hreflang="en">Rochford District Council Social Media</a> </div> </li> </ul> </div> <div class="block 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