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Complaints, compliments and suggestions

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 two levels in Waverley's complaints procedure.

Level 1

As a first step it is usually best to contact a member of staff 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, please search our A-Z of services.

Alternatively, you can fill in the Complaints, compliments and suggestions online form.

Level 2

If you are not happy with the result of your first approach to the Council you can write or send an email to the Head of Service who manages the service you are complaining about. See our contact us page to get our address.

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

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

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 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 completing Level 2 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.

No Ombudsman services

Due to the coronavirus outbreak, the Ombudsman Services are not accepting any new complaints until further notice (as at 24 March 2020).

These options are explained in more detail on the Housing Ombudsman’s website. 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 on 01483 523202.

All other complaints

If your complaint concerns a matter other than housing, you can normally take your complaint to the Local Government and Social Care Ombudsman.

No Ombudsman ​​​​​​​services

Due to the coronavirus outbreak, the Ombudsman Services are not accepting any new complaints until further notice (as at 24 March 2020).

Page owner: Louise Norie. Last updated: 25/03/2020 16:26

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