At 2010 Rotherham Ltd we believe that you can help us continuously improve the way we deliver our services.
 
Please tell us if you have special communication needs. For example, if you are deaf, blind or cannot speak or read English. If you don’t understand something we will help you.
Please contact your local Neighbourhood Office for further details.

COMPLAINTS                                                             

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

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

· in person at your local neighbourhood office
· by telephoning your local neighbourhood office
· in writing, to our headquarters
· by fax, on 01709 822222
· by emailing 2010complaints@rotherham.gov.uk

You can make suggestions about anything that you feel would improve our service through the Customer Suggestion Scheme.

Please use the online form to submit a suggestion.

Official complaints are complaints specifically against 2010, 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 Ltd will take appropriate action. If you do not wish to go through the official complaints procedure, you can give us feedback on problems informally by any of the methods above, or by using our online feedback form.

Here 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 we are 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.