Customer Feedback

COMPLAINTS AND COMPLIMENTS

GENERAL FEEDBACK

If you are not satisfied with the standard of service you have received, the action or lack of action by 2010 Rotherham, its staff or our partners, please let us know and we will try to solve the problem. Your feedback also helps us to provide a better service for you and other council tenants and leaseholders in the future.

You can give your complaint personally, or ask someone to complain on your behalf, in the following ways:

• in person at your local neighbourhood office
• by telephoning your 2010 Rotherham Contact Centre on 0300 100 2010
• in writing, to our headquarters
• using the online form
• by fax, on 01709 822222
• by emailing 2010complaints@rotherham.gov.uk

CUSTOMER SUGGESTIONS

We welcome suggestions about anything that you feel would improve our service: submit an online form.

2010 ROTHERHAM STAFF QUALITY AWARDS

Received a good service? Has a 2010 Rotherham employee gone that extra mile for you? Then let us know! Why not nominate that person for a Staff Quality Award? Download a nomination form here.

Our Complaints Procedure

Official complaints are complaints specifically against 2010 Rotherham, its staff or our partners, and will go through the following official complaints procedure. Matters raised anonymously will not be considered under the complaints procedure, but 2010 Rotherham will take appropriate action. If you do not wish to go through the official complaints procedure, you can still give us feedback on problems informally by using any of the above methods.

There are three stages to the official complaints procedure:

Stage 1 - Within 5 working days of receiving your complaint the person leading the investigation will acknowledge receiving it in writing. They will either, investigate and reply in writing to you within 10 working days of its receipt, or write and explain why it can’t be answered within 10 days. Your reply will contain details of the steps available in Stage 2, if you are unhappy with our response in Stage 1.

Stage 2 - This is the next stage if you are unsatisfied with the reply you received in stage 1. However, you must let us know if you wish your complaint to be considered at a higher level within one month of receiving our response in Stage 1. The complaint will then be investigated by a senior manager and a response will be given within 20 working days detailing a set of agreed actions, or you will be informed of why this is not possible.

Stage 3 - If you are not satisfied with the reply under stage 2 you can ask for the complaint to be considered at the next stage within one month of receiving a reply from us. Within 5 working days of this request an internal review of the complaint will be carried out. The outcomes of the review may include a course of action to resolve the complaint, a clear cut ‘no case’ which cannot go further, or a recommendation to the Appeals Panel. The lead manager will discuss what each of these outcomes mean with you at the time.

If you are dissatisfied with how 2010 Rotherham is handling your complaint, you can complain directly to the Local Government Ombudsman at any time. However, the Ombudsman will usually expect you to have first exhausted our complaints procedure.