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Complaints 

Complaints

We recognise that sometimes we make mistakes, and that this can lead to complaints. When we get complaints, we will investigate and respond to them. Read our full complaints policy [PDF, 0.3MB] to learn more about how we handle complaints.

Before you make a complaint, check if your issue fits into one of the following categories, which are not part of the complaints process:

Service requests

If you need something done, like a missed bin to be collected or a fly-tip to be cleared away, then contact us first.

You can also use the contact us page to report problems like abandoned vehicles, bonfires, dog mess, graffiti, and planning control issues.

Note that if you use the complaints form incorrectly, for example to ask for a service or to report something, then we will close the request immediately.

Feedback

If you just want to let us know how we did in relation to a service you have received, and do not need an investigation and written response, please visit our feedback page.

Appeals

If you want to challenge a decision we've made about a service that has its own appeals process (like a planning appeal or housing benefit decision), then you'll need to contact us.

Other cases that aren't dealt with as complaints:

  • extra information about an already open complaint
  • complaints about something you found out about over 12 months ago
  • complaints about councillors (there is a separate complaints process for this which is dealt with by the monitoring officer)
  • complaints from our partners such as supplies or other public authorities
  • complaints not about the council such as Ermine Street Housing (they have their own complaint process)

Submit a complaint

If your issue isn’t listed in the categories mentioned and you want us to investigate and respond in writing, fill out our online complaints form.

You can’t send complaints anonymously because we need to respond to you. We handle all complaints in a professional way and we don’t share your complaint with anyone else.

If you want to report an issue anonymously, go to our feedback page.

The complaints process

You will have to follow this process to submit a complaint:

Stage 1

At stage 1 a manager will review, investigate, and respond to your complaint. We aim to reply within 10 working days. If it takes longer, we’ll let you know. You can track and respond to your complaint through your My South Cambs account.

Submit a stage 1 complaint

 

Stage 2

If you're unhappy with the stage 1 response, you can try using the stage 2 process. In stage 2 a head of service or an independent reviewer will investigate. We aim to reply within 20 working days and will let you know if it takes longer. You can also track and respond to your complaint through your My South Cambs account.

Submit a stage 2 complaint

 

Stage 3

If you're unhappy with the stage 2 response, you can file your complaint with the local government ombudsman (or housing ombudsman for complaints about us as a landlord). They will investigate in an impartial way that doesn’t favour either us or the person who made the complaint and they will let you know of their decision. We will also get a copy of their decision, and any action points we need to carry out.

Sometimes, people are very persistent when they think we've made a mistake. Usually, this is okay. But if someone contacts us too often or in a way that stops us from helping them or others, it becomes a problem. This situation is classed as an "unreasonably persistent complaint”.

Deciding if a complaint is unreasonably persistent

If someone doesn’t use the process of the complaints process, then we may label their complaint as unreasonable or persistent. Our leadership team makes this decision.

Before we do this, we make sure:

  • we have thoroughly investigated the complaint
  • our decision is correct
  • we have communicated well with the person
  • the person isn’t giving us new important information

If we label a complaint as unreasonable or persistent, we will:

  • record our decision and the reasons for it
  • set a date to review this decision (within 18 months)
  • inform the person about our decision and the review date

We may also decide to take any of the following actions:

  • not respond to the complaint
  • limit the number of times the person can contact us
  • setting specific times for phone calls
  • allowing only 1 type of contact (phone, letter, or email)

There is no way to appeal this decision. However, if someone feels unfairly treated, they can complain to the local government ombudsman or housing ombudsman.

We know it’s frustrating when things go wrong, but remaining respectful is important. We do not tolerate or allow abusive behaviour like swearing, shouting, or threats. If this happens, we might:

  • limit access to our offices
  • require all communication to be in writing

These steps help protect our staff.