Libraries consultation and proposal

Find out more and have your say

.

Tell us how it is - your comments, compliments and complaints


How do I make a comment, compliment or complaint about council services?

If you would like to make a comment, compliment or complaint, you can contact us in one of these ways:


Your comment

We will respond to your comment within 10 working days.

Your compliment

We will pass your compliment on to the relevant service area.

Your complaint

If we cannot deal with your complaint straight away, we will take the details of your complaint and pass it on to the investigating officer for the relevant service area. If you make a written complaint we will let you know we have received it within 2 working days.

Top of page

How do I make a comment, compliment or complaint about children and adult social care services?

Please contact the customer relations team on:

Telephone: (01482) 396422

Email:  customer.relations@eastriding.gcsx.gov.uk 

Using our online form.

By post to:
Customer relations team
East Riding of Yorkshire Council
County Hall
Beverley
HU17 9BA

If you are making a complaint, read about what will happen next.

More information about the work of the customer relations team is set out in our Annual Report:

Children's Services Feedback Annual Report 2015-16 (pdf 512kb opens in new window)

Children's Services Feedback Annual Report 2014-15 (pdf 470kb opens in new window)

Compliments, Complaints and Comments Report for Children's Services 2013-14 (pdf 260kb opens in new window)

Compliments, Complaints and Comments Report for Children's Services 2012-13 (pdf 397kb opens in new window) 

Top of Page

How do I complain about housing services?

Informal complaints

If you are dissatisfied with a service you have received from Housing Services, you should contact your Area Housing Management Officer on (01482) 396301 if it is an estate management or allocations problem, or your Area Housing Maintenance Officer if it is a repairs and maintenance problem. In most cases they will be able to resolve the problem for you.

Formal complaints

If you wish to complain formally, please refer to 'How do I make a comment, compliment or complaint about council services?' above.

Housing Ombudsman or Local Government Ombudsman

You can ask the relevant Ombudsman to independently investigate, depending on the nature of your complaint (see below). The Ombudsman will normally wish to see that every effort has been made to resolve the complaint locally before investigating.

Housing Ombudsman

Complaints relating to the following are within the remit of the Housing Ombudsman:

  • Leasehold Services – sale and repair of leasehold properties, mortgage rescue schemes
  • Moving to a property – transfers, mutual exchanges, type of tenancy offered
  • Rents and service charges
  • Occupancy rights – conditions of tenancy, succession/assignment (passing on your tenancy), possession proceedings.
  • Property condition – repairs, empty properties, planned maintenance
  • Tenant behaviour – anti-social behaviour, noise nuisance, harassment
  • Estate management – use and maintenance of communal areas, grounds maintenance, parking
  • Complaint handling
  • Compensation – home loss or disturbance, improvements, damage or discretionary payments.

 

You can contact the Housing Ombudsman at:  

By post to:  
Housing Ombudsman Scheme
81 Aldwych
London
WC2B 4HN 

Telephone: 0300 111 3000
Fax: 020 78311942
Email: info@housing-ombudsman.org.uk.

Local Government Ombudsman

Complaints relating to the following matters remain within the remit of the Local Government Ombudsman:

  • Housing allocations – assessment of applications
  • Homelessness – discharge of legal duty to the homeless, advice and prevention
  • General housing advice – housing options, advice relating to private landlords
  • Housing benefit – application for benefit
  • Housing Improvement Grants – advice, processing of applications, payment of mandatory and discretionary grants, assessment by Occupational Therapists
  • Anti-social behaviour – not relating to the social landlord function
  • Noise nuisance – statutory noise and other nuisance reported to the Environmental Health Section
  • Sale or disposal of land on housing estates – right to buy, sale of other properties or land
  • Planning and building control at properties owned by the Council – planning permission, building control, enforcement 
  • Delivery of adult services


Contact the Local Government Ombudsman at:
By post to:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH 

Telephone: 0845 6021983 or 0300 061 0614
Local Government Ombudsman (external website)
Text 'call back' to 0762 4803014

Top of page

How do I complain about a school?

If you have a complaint about a school, please contact the head teacher in the first instance. If you are not happy with the head teacher’s response, you can complain to the chair of governors.

If you are not happy with the response from the chair of governors, you can ask for your complaint to be looked at by the governing body complaints committee.

Top of page

What can I do if I find something on the council's website which I think is defamatory?

If you find something on the council website which you think fits with the definition of defamatory then you should contact us using the following complaint form:

Report defamatory material on the council's website 

If you want to complain about more than one statement you can put all the details on the same form. Read about what happens once you have sent us the defamatory form.

What is classed as defamatory?

A statement is only defamatory if its publication has caused or is likely to cause serious harm to the reputation of the complainant (you). In the case of a body which trades for profit, harm is not 'serious' unless it has caused or is likely to cause, serious financial loss.

What will happen once you have completed the form?

On completion of the form you will receive an email from the council (within 48 hours) explaining that the council has received your notice of complaint and has contacted the poster of the defamatory material.

The poster then has 5 days after that to respond to the notice of complaint. On receiving the response the council will notify you of the outcome within 48 hours.

If the poster does not want the defamatory material removed we will inform you of this and provide you with their name and postal address (if they have consented) so that you can contact them directly. If they do not consent to their details being shared you will need to consider what further action you wish to take, including whether to seek a court order for disclosure. You may wish to take legal advice before taking any further steps.

What happens if the defamatory material is posted again?

If the material is removed and is then reposted, you will need to complete the notice of complaint eform again:

Report defamatory material on the council's website 

To help the council deal with the issue you need to inform us of your previous notice of complaint, ideally quoting the reference number you will have received previously.

Can I get further information?

Further information on the Defamation Act 2013 is available from the GOV.uk:

GOV.uk - Defamation Act 2013 (external website)

 Top of page

When will I receive a response to my complaint?

You will receive a response to your complaint within 10 working days.

If your complaint cannot be resolved within 10 working days, we will let you know when you can expect a response or we will update you on progress every 15 working days.

Top of page


What if I am not happy with the response I receive to my complaint?

If you are not happy with the response, you can ask for it to be looked at by the relevant director.

If you are still not happy after the director has responded, you can take your complaint to the Local Government Ombudsman. You can contact them in one of these ways:

By post to:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH 

Telephone: 0845 6021983 or 0300 061 0614  
Local Government Ombudsman (external website)
Text 'call back' to 0762 4803014

Please note, the Local Government Ombudsman will usually ask you to take your complaint through the council’s complaints procedure before they will investigate it.

  Top of page

How can I give feedback on this website?

Whether you need to report a broken link, ask us a question about how something works or have a suggestion as to how we can make improvements, we are happy to receive your feedback on this website.

Top of page

Rate this page
Satisfied with the content on this page or is there room for improvement? Leave a rating.