Making a complaint, compliment or suggestion about one of our services

We aim to give an excellent service to all our customers. If we get things wrong, we want to try to put them right, learn from our mistakes to help improve services for the future.

If you think that Waverley has:

  • failed to do something it should have done
  • done something that it should not have done
  • done something badly or taken too long to do it
  • treated you unfairly or rudely

then you should complain.

For more information, please see our complaints policy.

How should I complain or make a comment?

There are three steps in Waverley's complaints procedure.

Level 1

As a first step it is usually best to contact someone in the responsible service who may be able to resolve the problem, if not immediately, then within a very short time.   To find the relevant contact, find it on our A-Z of services.

Level 2

If you are not happy with the result of your first approach to the Council you can:

Please explain why you are unhappy with the first response you received from the Council.

The Head of Service you are complaining about will consider your complaints and will send you a detailed response which, we hope, will sort out the matter.

Level 3

If you are not satisfied with the response from the Head of Service, you can ask to have your complaint reviewed by the Executive Director. This is the final stage of Waverley's complaints procedure.

How quickly will I receive a response?

We will acknowledge your complaint within three working days of receiving it.

For level 1 complaints, we will aim to send you a detailed response within 10 working days.

For Level 2 and 3 complaints, we will aim to send you a detailed response within 15 working days.

If there is a delay, for example where the matter is complicated, we will send you a progress report and say when we expect to be able to respond.

What do I do if I am still unhappy?

If you remain unhappy after the final stage of Waverley's complaints procedure, you can take your complaint to an ombudsman.

Housing complaints

If you are a tenant or leaseholder of Waverley and your complaint concerns a housing matter you can choose to take one of the following two options:

Option 1

You can wait eight weeks from the date on which you completed Waverley’s complaints procedure and then raise your concerns directly with the Housing Ombudsman; or

Option 2

You can raise your concerns immediately with a ‘designated person’ ie a Waverley Councillor, an MP or a member of Waverley’s Designated Tenants Panel.  You can ask the designated person you have chosen to review your complaint to see if they can help you to resolve your complaint.  If the designated person is unable to resolve your complaint, they can refer your complaint to the Housing Ombudsman for further investigation.

These options are explained in more detail on the Housing Ombudsman’s website at http://www.housing-ombudsman.org.uk/ .  If you would like some help with approaching a ‘designated person’, please contact our Corporate Complaints Officer, Mrs Sue Petzold, by email at sue.petzold@waverley.gov.uk or by telephoning direct telephone number 01483 523202.

All other complaints

If your complaint concerns a matter other than housing, you can take your complaint to the Local Government Ombudsman. This is a free service and you can obtain further details by telephoning the Ombudsman’s Advice Team on 0300 061 0614 or 0845 602 1983.

Please note that before raising your concerns with either the Housing Ombudsman or the Local Government Ombudsman, you should give Waverley a chance to sort out your complaint and complete our complaints process.

Page owner: Louise Norie. Last updated: 21/06/2016 13:32