Havant Borough Council > Council and Democracy

Havant Borough Council exists to provide responsive and effective services for its customers.

We accept that occasionally our services may not have been of the standard you expected and for this reason we have a step by step complaints procedure to enable you to tell us why you are not satisfied.

Follow this procedure if you feel that the Council has done something wrong or failed to do something you expected it to.

Using this procedure will ensure that your complaint is properly investigated and dealt with quickly and fairly. There will be times when we cannot completely meet your needs, but we will always try to be as helpful as possible.

A complaint is taken very seriously. Every effort will be made to ensure that you are satisfied with the result you achieve through this process.

If there is anything in this guide you are not sure about or do not understand please contact the Councils Complaints Officer on 023 9244 6040 who will be happy to advise you.

Your Local Councillor

Your local Borough Councillors would wish to hear from you if you are not happy with the response you receive.

As elected members of the Council, they too are committed to ensuring the community receives the best possible service.

Councillors names and contact details are listed in the summer edition of the council's magazine 'Serving You', on this website, and are also available from the Civic Offices Tel. 023 9244 6019.

Step 1: Tell us about your complaint

Or by telephoning the relevant service using the telephone numbers listed below. If you would like to speak to a particular officer, it would be helpful to make an appointment so the right person will be available when you come in.

Benefits*	023 9244 6348/6371 or 023 9244 6382/6383
Council Tax	023 9244 6317/6338
Customer Services	023 9244 6019
Environmental Health & Licensing	023 9244 6016
Housing	023 9244 6661
Planning* & Building Control	023 9244 6015
Refuse Collection	023 9244 6010
Roads and Other Services	023 9244 6013

If you are not sure who to contact, call the Councils Customer Services Team on 023 9244 6019. You will also find a list of contact numbers on the back cover of 'Serving You' (the council's magazine).

If you need any advice or help to make a complaint, please contact the Council's Complaints Officer on 023 9244 6040.

*please note that there are separate procedures for appeals against decisions the Council makes regarding housing benefit and planning applications.

Step 2: Not satisfied with our response?

If you are unhappy with the response you get from our officers, then contact the Service Manager or Executive Head of Service responsible for the area you are complaining about.

Click here to complete a complaint form which can be printed off ready for you to fill in. Alternatively, pop into the Civic Offices and pick up a green 'Complaints Against the Council' leaflet. Printed forms should be sent FREEPOST to: Customer Services, Havant Borough Council, FREEPOST PT106, HAVANT, PO9 2YW.

The Service Manager or Executive Head of Service will need to look into the matter further before giving you a full written answer.

In most cases, we will be able to resolve your complaint or give an explanation within 10 working days from the date we receive it. If this is not possible for any reason we will let you know why and tell you when you can expect to hear from us.

If you don't know which Service Manager or Executive Head of Service to contact then please call the Council's Complaints Officer on 023 9244 6040 or Customer Services on 023 9244 6019 for assistance.

Step 3: Still not satisfied?

If, having discussed your complaint with the Executive Head of Service or Service Manager, you are still not happy with the outcome, you may wish to complain to a Director or Chief Executive.

Wherever possible you will receive a written response from a Director or Chief Executive within 15 working days. We may need to contact you by telephone to discuss the matter with you before replying.

All complaints to the Council will be reviewed and any causes of complaints (whether proven or not) will be examined to ensure that avoidable problems do not recur.

Step 4: The Local Government Ombudsman

You are entitled to contact the Link to External site of Local Government Ombudsman at any stage. However, the Ombudsman will expect you first to have given the Council a chance to deal with your complaint.

A booklet "How to Complain to the Local Government Ombudsman", is available from the Civic Offices, or from the Ombudsmans Office whose contact details are:

PO Box 4771,

Coventry

CV4 0EH

Telephone: 0300 061 0614 or 0845 602 1983

Email: advice@lgo.org.uk

The Ombudsman will ask the Council what has been done so far. They may feel that every reasonable action has been taken or may decide to look into the matter further.

When the Ombudsman investigates a complaint, Councillors and employees may be interviewed. A report is made to the Council and to the person who made the complaint.

The report is reviewed by the relevant Council board and, where appropriate, action will be recommended taking into account the Ombudsmans findings.

Please click here to access the Local Government Ombudsman's annual report >> Select Havant Borough Council and you will get a drop down menu so that you can choose which year's report you would like to see.

Complaint against the Council?

Click here to complete our online complaints form >>

How we can help resolve your complaint

Your Local Councillor

Step 1: Tell us about your complaint

Step 2: Not satisfied with our response?

Step 3: Still not satisfied?

Step 4: The Local Government Ombudsman