How to complain about a Council service
We want to provide good quality services for everyone, but things can sometimes go wrong. If they do, we need to know so we can put them right and learn from them.
What you should do
If you are unhappy with any of our services, you can fill in the online complaints form at the right hand side of the page.
We will acknowledge your complaint within two working days and reply to you in more detail within 10 working days. If you are unhappy with our reply, we will explain how you can appeal to the Director of the service.
Our Complaints Booklet is available for download, as is our Corporate Feedback Policy, at the bottom of the page.
Please note that you should complain about social care issues by clicking on the relevant links:
Adults
For information on how to complain and a link to the form, click on Adult Social Care Complaint Information Form
Children
For information on how to complain, click on the Child Care Information Leaflet link at the bottom of the page.
You can submit a complaint online by clicking on the Children and Family Services Comments, Compliments and Complaints Form at the right hand side of the page.
Council Housing
All former Council Housing has now transferred to Shoreline Housing Partnership Ltd If you have a complaint regarding one of those properties you should contact Shoreline Housing Partnerships on 0845 849 2000 option 2 with details or email info@shorelinehp.com
If your complaint is about another housing issue, you should contact:
In writing -
Corporate Quality Officer
1st Floor Shoreline House
Westgate Park
Charlton Street
Grimsby
North East Lincolnshire
DN31 1SQ
By telephone: 0845 849 2000 option 2
By email: letusknow@shorelinehp.com
You can also complete one of Shoreline's complaint forms at the following locations:
Customer Service Centre
11-13 Osborne Street
Grimsby
DN31 1EY
Make the Neighbourhood Better Centre
60 Second Avenue
Nunsthorpe Estate
Grimsby
DN33 1NN
Ask for the Shoreline booklet "Your Right To Complain".
Please note the Council is still responsible for the Homelessness Service and for Private Sector Housing Issues and any complaints relating to these issues should be sent directly to the Council.
Local Government Ombudsman
If you have exhausted all stages of the Corporate Complaints process and feel that your complaint has still not been satisfactorily resolved, you can take your issue to the Local Government Ombudsman, an independent body which will look into your complaint. The Ombudsman will normally expect a complaint to have gone through the Council's own complaints process before investigating individual cases.
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Fax: 024 7682 0001
Tel: 0300 061 0614 or 0845 602 1983
http://www.lgo.org.uk/ContactUs/
Suggestions and compliments
We welcome Feedback to help us improve our services.
If you would like to make a suggestion about how we can improve, or you would like to tell us about something we have done well, please let us know by using the online suggestions and compliments form.
Diversity Policy Statement
The Council is fully committed to the broad principles of social justice and is opposed to any form of discrimination or oppression. It therefore willingly accepts not only its legal responsibilities but also wishes to embrace best practice in all areas of its work in order to secure equality of both treatment and outcome for all. The Council is therefore committed to ensuring that no-one is treated in any way less favourably on the grounds of personal differences such as race; colour; national, ethnic or social origin; gender (including reassigned gender); sexual orientation; religious belief; age; disability; marital status; caring responsibilities or political or other personal beliefs. The Council will implement all necessary action and training to ensure its commitments with regard to equality of treatment and outcome are fulfilled and will regularly monitor and review progress made in this respect.