What the policy is for (purpose)

This policy sets out how we handle corporate complaints, comments and compliments from residents, businesses or other stakeholders about the services, actions, or decisions of the Council.

It provides a framework to ensure that we treat complainants consistently and fairly, work together to resolve complaints, and help us understand what we can do differently to improve services in the future. Appendix 1 outlines the procedure for lodging a complaint, the steps involved in the complaint resolution process, timelines for responses, and the standards of conduct expected from both the complainant and the Council staff handling the complaint.

This policy and our complaints procedure (see Appendix 1) reflects the Housing Ombudsman and the Local Government and Social Care Ombudsman Complaint Handling Codes. Details of both codes can be found at the following links:

This policy applies to services that the Council currently provides or delivers through a partner organisation. such as Lampton Services (repairs service), Lampton Leisure, Recycle 360, Greenspace and Hounslow Highways. It applies to all Council employees as well as to employees and organisations who deliver services on behalf of the Council.