Complaints - Procedure

Corporate Complaints

An Access to Services Strategy sets out our priorities for improving customer service and access. We have a customer charter and a set of standards that we monitor quarterly. An annual report sets out our performance over the last year.
We want to ensure that we learn from customers´ experiences – when things go well and when they don´t. We have a complaints process where if you are unhappy with the response you receive, it is investigated further.
You can let us know your views by completing the online complaints and compliments form. Every complaint is logged and we report the learning and changes we have made as a result.
You may wish to complain if you think:
§ we have not treated you fairly or politely
§ we have not done something we should have done
§ we have done something badly
§ we have not followed the correct policy or procedure.

Eligibility

Key documents/links

Access to Services Strategy
Access to Services Action Plan

Customer charter
Customer service standards
Customer service policy
Annual Performance Report 2006/7

Annual Complaints Report
Ombudsman Annual Letter
Complaining or complimenting a council service
Complaining about a school
Advocacy for complaints

Online complaints and compliments form
Email link
Just ask

Interpreting and translation section

Schools
Complaints procedure

Required Customer Information
Online complaints and compliments form

Service Level Agreement and Turnaround
Complaints Procedure
Stage 1
First, you should contact the person dealing with the matter. If you are not sure who you need to speak to, use the contact details below, or consult the Council's A - Z of Services or phone Customer Services on 020 8379 1000. We will reply within 15 working days of receiving your complaint. If you are unhappy with our response, you can ask for your complaint to be investigated at Stage 2.
Stage 2
A senior manager will review your complaint and respond to you within 15 working days of receiving your complaint. If you are unhappy with the response, you can ask for your complaint to be investigated at Stage 3.
Stage 3
The Chief Executive will arrange for an independent investigation of your complaint by a senior officer in the Council who does not work in the service your complaint is about. The Chief Executive will write to you with his decision within 30 working days of receiving your complaint.

What Can I Do If I Am Still Not Satisfied?

We hope our complaints procedure will help you to sort out quickly and successfully any problems you may have with the way our services are provided. But if you are still not satisfied, you have the right to ask the Local Government Ombudsman to investigate your complaint.
A leaflet on the Ombudsman's Complaints Service is available at the Civic Centre Customer Services Reception and all local libraries. Please remember that the Ombudsman will usually expect you to have exhausted the Council's complaints scheme before they will investigate your complaint. The Local Government Ombudsman's address is:
10th Floor
Millbank Tower
Millbank
London SW1P 4QP
Telephone 020 7217 4620
Fax 020 7217 4621
General email: enquiries.london@lgo.org.uk
Website: www.lgo.gov.uk

More information about this service

Contact Us

Address:
Complaints
PO Box 63
Civic Centre
Silver Street
Enfield
EN1 3XW
Map

Telephone:
020 8379 1000

Fax:
020 8379 3819

Other:
020 8379 4419 Textphone
Visit your local library

Recorded information about making a complaint:
English Complaints - 020 8379 1839
French Complaints - 020 8379 1838
Romanian Complaints - 020 8379 1835
Turkish Complaints - 020 8379 1836
Somali Complaints - 020 8379 1837
Bengali Complaints - 020 8379 1843
Albanian Complaints - 020 8379 1842
Polish Complaints - 020 8379 1840

Opening Hours:
Civic Centre
Silver Street, Enfield, EN1 3XY
Open Monday to Friday, except Public and Bank Holidays

General Enquiries 8.30am – 5.30pm
Cashiers 8.30am – 4.30pm
Council Tax & benefits 9.00am – 4.00pm
Environmental services 8.30am – 5.00pm
Concessionary travel 9.00am – 4.30pm
Education 9.00am – 4.30pm
Some services may offer special surgeries by invitation and appointment outside of these times.
The civic centre is also open for meetings and business visitors in the evenings and at weekends.
John Wilkes House
79 High Street, Ponders End, Enfield, EN3 4EN
(on the corner of Orchard Road)
Opening hours:
9.00am - 4.00pm Monday to Friday except Public and Bank Holidays
We can help if you have an enquiry about:
• the council's Housing Register
• transfers and mutual exchanges
• your housing options
• being asked to leave your private rented home
• homelessness
• emergency housing
• Council Tax
• Housing Benefits
• Council Tax Benefits
• Business Rates

Useful Links

Local Government Ombudsman