Complaints, Comments and Compliments
Hartlepool Borough Council aims to provide high quality services that meet the needs of local people. We want to make our services as efficient and effective as possible. To do this we need to know whether we're getting it right and how we can improve services for you.
- If you are not satisfied with a service, tell us why not and what we can do to improve things.
- If we are doing things really well, we'd like to hear about that too.
- And we'd be interested to hear any suggestions you have for making Hartlepool Borough Council services even better.
We promise to listen carefully to what you have to say and respond promptly to your comments and complaints. Any information you provide will be treated confidentially. We aim to deal with any complaints impartially, objectively and professionally. Making a complaint will not affect the treatment or services that you or your family receive.
We will make every effort to resolve a complaint to the customer's satisfaction but if we are not able to do this, the customer can ask the Local Government Ombudsman to investigate their case.
If you wish to submit a complaint, comment or compliment to the Council you can do this via the on-line form below, or by calling the Council, on 01429 266522.
Key Documents for Making a Complaint or Comment
Social Care Complaints
Social Care Complaints are treated differently than Corporate Complaints, due to the sensitivity and often complex nature of the services involved. If you wish to make a complaint about our social care services please click on the appropriate link below: -
Public Health Complaints,Compliments and Comments
This procedure sets out how we will deal with your complaints in line with the NHS Bodies and Local Authorities (Partnership Arrangements, Care Trusts, Public Health and Local Healthwatch) Regulations 2012 (the Regulations) which came into effect in April 2013. It also sets out how we will deal with your compliments and comments. Our aim is to resolve your complaint and if necessary put you back in the position you would have been in before having to make the complaint.
If you wish to make a complaint, compliments or comments about our Public Health services please click on the appropriate link below:
Complaints about a School
Each school must have a procedure in place to deal with complaints. Complaints procedures may vary from school to school but these should be made available upon request. The Local Authority has no power to investigate a complaint about the internal management of a school. Further information on school complaints can be obtained from the Department for Education at www.education.gov.uk
Hartlepool Borough Council is not responsible for the content of any external websites and does not endorse any product or organisation contained therein
About Complaints and Comments Downloads
Follow this link to see other Complaints and Comments documents including the Form, Leaflet, Procedure, Strategy, Action Plan & Policies
Adult Social Care – Comments, Compliments, Concerns and Complaints
Click here to see more information about Adult Social Care Comments, Compliments, Concerns and Complaints
Children's Social Care Complaints
There is a separate procedure to follow if your complaint is about the level of service received from Children's Social Care Services.
Complaints about councillors
There are separate procedures for dealing with complaints about councillors and the decisions they make.
Regular reports on complaints performance are made to councillors and an annual report on council complaints is made by the Local Government Ombudsman.
Consultation & Research
The information in this section covers the research the council carries out as well as the Viewpoint surveys submitted to us.
Local Government Ombudsman
We make every effort to resolve a complaint to the customer's satisfaction but if we are not able to do this, the customer can ask the Local Government Ombudsman to investigate their case.
The Corporate Complaints Strategy Action Plan
The complaints strategy and action plan outlines the structure of the complaints system.
Telephone: 01429 266522