Hartlepool Borough Council

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: -

Childrens Social Care

Adults Socal Care

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

External Links
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

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

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

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

Complaints about councillors

There are separate procedures for dealing with complaints about councillors and the decisions they make.

Complaints reports

Complaints reports

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

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

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 Corporate Complaints Strategy Action Plan

The complaints strategy and action plan outlines the structure of the complaints system.

Contact us

Telephone: 01429 266522

Send your feedback or find key contact details.