Comments, Compliments and Complaints
If you have a compliment that you feel you would like to tell us about, please fill in the following Compliment Form and we will ensure the person/ department for this is informed.
If you would like to make a specific comment about a service or an individual, then please fill in the following Comment Form We will strive to act on comments to constantly improve and tailor our services where possible and will respond to comments where necessary
If you would like to lodge a formal complaint against the council and/or its services, please fill in the Complaint Form.
If you are unable to fill forms in online, please send a letter into East Herts Council, Wallfields, Pegs Lane, Hertford, SG13 8EQ
Our Complaints Procedure
Making a formal complaint is something you should consider if you feel:
- We have failed to do something we should have done
- We have done something badly or in the wrong way
- You have been treated unfairly or discourteously
We are sorry to hear you wish to make a complaint however we appreciate all types of feedback from our residents and customers to help improve services. We will listen to your concerns and investigate them fully. Any investigation will decide whether or not your complaint has been upheld (meaning we accept the council as it fault) or partially upheld (meaning we accept we are partially at fault). Where this happens we will seek to put things right as soon as possible.
Stage 1 – We will acknowledge your complaint within 3 working days and pass this for investigation by the Complaints Champion of the service concerned. We aim to get a full response to you within 10 working days. If this is not possible, we will contact you to update you on the investigation within this time and let you know when you can expect a reply.
Stage 2 -If you are not satisfied with our response you can appeal to the Head of Service either in writing, email or via our on line form within 14 days.
We hope that we can sort out your problem, but if you have followed our complaints procedure and you are still not happy, you may contact the Local Government Ombudsman’s Helpline Team.
They are open Monday-Friday, 8.30am-5pm
The Local Government Ombudsman,PO Box 4771, Coventry, CV4 0EH
Phone: 0300 061 0614
We have a policy which sets out how we deal with unreasonable and persistent contact, which was agreed by Council in December 2020