Feedback and complaints
We always try to get things right, but we know that sometimes things go wrong and you might not always be happy with the service you receive. If this happens then we want to know.
At Blaby, we follow the Local Government & Social Care Ombudsman's 'Complaint Handling Code'. The code defines a 'complaint' and sets out guidance on the process for handling them. It also distinguishes a difference between 'complaints' and 'service requests'.
What is the difference between a service request and a complaint?
The Local Government & Social Care Ombudsman (LGSCO) defines a 'service request' as the following.
“a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision”.
These are handled informally and typically channelled to the relevant department or service team. Service requests can usually be resolved quickly and efficiently by officers within the relevant department.
The LGSCO then defines a 'complaint' as,
“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.”
Complaints are handled via a centralised formal process and typically require investigation, review and a more detailed response to the complainant. Therefore, response timescales for complaints can be longer (up to 15 working days).
How to submit a service request
If you think your issue matches the definition above and could be resolved quickly and efficiently by the relevant department, then visit the A to Z of Services which provides a directory to the information and help that you need. These pages provide a range of online forms and contact points for you to submit your request. Alternatively, our Contact the Council pages provide the contact routes for our Customer Service team and our most prominent departments such as Waste Collection, Council Tax, Planning and Building control.
How to make a complaint
If you believe that your issue matches the complaint definition above, then our preferred route for receiving and handling these are via the online complaint submission form below. However, if you wish, you can also provide your feedback in person (via the Council Office reception), in writing or by telephone using the details on our Contact the Council page
We will acknowledge your complaint within three working days and will provide a full response within 15 working days. If we need longer to consider aspects of your complaint we will keep you informed of the reasons why and when you should expect to receive a response.
If you are not satisfied with the response you receive you can request a review of your complaint by an independent officer, who has not had any previous involvement in your complaint. The resulting escalation is considered to be 'stage 2' of our formal complaints handling process.
At the conclusion of a stage 2 complaint, if you were still unsatisfied with the Councils response, it can then be escalated to the Local Government and Social Care Ombudsman who may decide to investigate the issue on your behalf.
More information is available by downloading our Complaint's Policy found at the foot of this page.
Not a Complaint?
Sometimes the general complaints process is not the most appropriate way to address your concerns. Examples of issues we cannot address through this process include:
- When the issue matches the definition of a service request, as shown further up on this page
- Where the Council is not responsible for the issue or service you are unhappy about. Examples of this are shown below
- We have separate processes for complaints about Councillors or about fraud. Please see below for further details
- Where there is a statutory right of appeal - this will be the case if you are unhappy with your Council Tax band or you have had your planning application refused
For further information on how to make a complaint about a District/Parish or Town Councillor please visit the Complaints About Councillors page.
If you consider your complaint relates to fraud please look at our Whistleblowing Procedure
Some of the services in the district are not provided by Blaby District Council, meaning we will not be able to investigate these complaints. Complaints concerning the following are dealt with by Leicestershire County Council:
- Highways, traffic or on-street parking
- Schools and Education
- Social Care or Adult's and Children's Services
- Street Lighting
You can visit the Leicestershire County Council Website to find out more about their complaints procedure and to make a complaint.
Public Sewers and shared drainage matters are dealt with by Severn Trent Water. Visit their Contact Page for more information.
Complaints about allotments, cemeteries, community halls and local recreation areas should be made to your local Parish or Town Council.
Information on how to contact your Parish Council can be found on their website. A list of websites for the district is available on the Leicestershire Parish Councils page.