Introduction
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.
We appreciate that there are areas where we could do things better and that we do not always get things right. We have a suite of policies covering corporate services, adult social care, children’s social care, public health and housing management so that those customers who are unhappy with our services or who have suggestions about how they could be improved can share their views with us. We will always aim to resolve complaints at the first point of contact but there are some that will need to be dealt with through the formal complaints process. On occasion customers will remain unhappy when we have concluded the formal complaints process and they then have the opportunity to approach the Local Government and Social Care Ombudsman to request that they investigate their complaint.
Our elected members have a Code of Conduct wherein they are required to promote high standards of conduct and we have a process for dealing with complaints from people who believe our members have breached this code.
Wherever possible we are happy to share information about the work of our organisation and we will endeavour to comply with the Freedom of Information legislation.