Navigating Complaints with Stafford Borough Council

When interacting with any public service, there may come a time when you feel a service hasn't met your expectations, or you've experienced an issue that needs addressing. Stafford Borough Council is committed to providing high-quality services, but they also understand that sometimes things can go wrong. This comprehensive guide is designed to help you understand precisely how to contact Stafford Borough Council, particularly when you need to make a complaint, ensuring your concerns are heard and resolved effectively. Your feedback is invaluable in helping the Council improve its services for everyone.

Understanding the correct channels and procedures for raising your concerns is the first step towards a satisfactory resolution. Whether it's a minor issue that can be quickly resolved or a more complex matter requiring a formal investigation, Stafford Borough Council has a structured process in place. This article will walk you through each stage, from initial informal contact to formal complaints and even external review, empowering you to navigate the system with confidence.

Defining a Complaint: What Qualifies?

Before initiating the process, it's crucial to understand what Stafford Borough Council considers a 'complaint'. This clarity ensures you're using the appropriate channel for your specific issue. A complaint is officially defined as “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, its own staff, or those acting on its behalf, affecting an individual or group of individuals”.

Examples of situations that would typically be treated as a complaint include:

• You are unhappy with a service the Council has provided, or a service they have failed to provide.
• A member of the Council's staff has been rude or unhelpful in their interaction with you.
• The Council has not followed its own policies and procedures, resulting in a negative outcome for you.

Conversely, certain matters will not be treated as a complaint by the Council. These include:

• If you simply disagree with a decision made by the Council, provided that decision was taken in accordance with their established policies and procedures.
• Where you have a specific right of appeal or review, either internally within the Council to another person or body, or externally to a separate person or body (e.g., a tribunal or court). In such cases, the Council expects you to pursue the designated appeal route.

It's important to distinguish between a general enquiry, a request for service, or an appeal, and a genuine complaint of dissatisfaction with the Council's service or conduct.

Initial Contact and Informal Resolution

Stafford Borough Council's primary aim is to resolve issues quickly and efficiently at the earliest possible stage. Therefore, the first step in addressing your concern, especially if you're unhappy about a service you are receiving or have received, is typically through informal resolution. This approach is often the quickest way to get a matter sorted.

If you have been dealing with a specific person regarding the service, the quickest method is to contact that person directly to explain your concerns. They may be able to resolve the issue on the spot or clarify any misunderstandings. If you haven't been dealing with one specific individual, or if that person is unable to resolve your matter, you should ask to speak to someone in the relevant service area. You are always entitled to speak to a supervisor or line manager if you wish, and you can request this at any time during your initial contact.

You can contact Stafford Borough Council for informal resolution in several ways:

• Online Informal Complaints Form: The Council provides a dedicated online form for this purpose.
• Email: You can send an email detailing your concerns to [email protected].
• Telephone: You can call the Council directly on 01785 619000.

The Council emphasises the importance of making your complaint promptly. This ensures that the matter can be properly investigated while details are fresh and that a remedy can be provided if appropriate. They generally expect a complaint to be made within one month of the incident unless there is a very good reason for a delay. Complaints relating to incidents that occurred more than 12 months ago will not normally be accepted for investigation.

Stage 1: Formal Complaint Procedure

If your complaint cannot be resolved informally, or if you remain dissatisfied after attempting informal resolution, the next step is to make a formal complaint. This stage is for matters that require a more structured investigation and response.

When making a formal complaint, it's crucial to provide comprehensive details. You should clearly state:

• Who you have previously raised your complaint with (during the informal stage).
• What response you received from that informal contact.
• Why you remain dissatisfied with the Council's informal response or actions.
• What specific resolution you are seeking from the formal complaint process.

To submit a formal complaint, you can use one of the following methods:

• Formal Complaints Form: The Council provides a specific online form for formal complaints.
• Email: You can email your formal complaint to [email protected].

Upon receipt of your formal complaint, Stafford Borough Council commits to acknowledging it within five working days. Following the acknowledgement, they aim to provide you with a full response within a further 15 working days. It's important to note that for particularly complex issues, a full response might take longer than this timeframe. Should an extended timeframe be anticipated due to the nature or complexity of your complaint, the Council will keep you informed of the expected delay.

There may also be situations where the Council decides to treat your concerns formally at Stage 1 from the outset, even if you initially attempted informal resolution. This typically occurs when it's clear that the matter cannot be resolved informally. In such cases, the Council's response will explicitly state that your matter is being dealt with as a formal complaint at Stage 1.

Stage 2: Review by Senior Management

If, after receiving the response from Stage 1 of the formal complaint procedure, you remain dissatisfied with the outcome, you have the right to request a review. This is the final internal stage of Stafford Borough Council's complaints process and involves a senior manager reviewing your case.

A request for a Stage 2 review must be made in writing and should be addressed to 'Council Complaints'. Your request should include the following vital information:

• A clear, concise statement of your original complaint.
• The name of the person or people you dealt with during Stage 1 of the formal complaint.
• A clear explanation of why you are not satisfied with the response you received at Stage 1.
• What specific outcome or action you want to happen as a result of this review.
• If your complaint is about a matter that occurred more than a month ago, you must provide the reason why you did not make the complaint earlier.
• Your full name, address, and email address (if applicable).
• Your preferred method of contact (post or email).

You can submit your request for a Stage 2 review using one of these methods:

• Via Stage 1 Handler: If you made your Stage 1 complaint in writing, you can ask the person who dealt with it to pass your review request to the Complaints department.
• Formal Complaints Form: You can use the Council's formal complaints form, clearly indicating it's a Stage 2 review request.
• Email: Send the details of your review request to [email protected].
• Post or Hand Delivery: You can send a letter by post or deliver it by hand, addressed to: Complaints, Stafford Borough Council, Civic Centre, Riverside, Stafford ST16 3AQ.

Similar to Stage 1, the Council will acknowledge your Stage 2 review request within five working days of receipt. They aim to provide you with a full response within a further 20 working days. Again, for highly complex issues, there may be occasions when a full response cannot be provided within this timeframe. If an extension is necessary, the Council will inform you of the anticipated delay.

External Review: The Local Government and Social Care Ombudsman

Stafford Borough Council's internal complaints procedure concludes at Stage 2. If, after completing both the informal and formal (Stage 1 and Stage 2) stages of the Council's complaints process, you remain dissatisfied with the outcome, you have the option to take your complaint further by contacting the Local Government and Social Care Ombudsman.

The Ombudsman is an entirely independent body, separate from Stafford Borough Council, and has a legal duty to investigate complaints about local councils. Their role is to provide an impartial review of how your complaint was handled and whether the Council acted appropriately. However, the Ombudsman will typically only investigate a matter once the Council's own internal complaints process has been fully exhausted.

There are some limitations on what the Ombudsman can investigate. For example, they may not consider your complaint if:

• You have not been significantly personally affected by the issue you are raising.
• You have a right of appeal to a court or tribunal for the same matter.

It is always advisable to visit the Ombudsman's website at www.lgo.org.uk for the most up-to-date information on their criteria and how to submit a complaint.

Complaints Regarding Council Members

It is important to note that if your complaint relates to the conduct of a Council Member (Councillor), this is handled under a different procedure. These types of complaints are dealt with separately from service-related complaints. Details of this specific procedure can typically be found under Part 5 of the Council’s Constitution on their website.

Managing Unreasonably Persistent and Vexatious Complaints

While Stafford Borough Council is committed to addressing legitimate complaints, they also have a policy regarding unreasonably persistent and/or unreasonable behaviour from complainants. Handling such complaints can place a significant strain on the Council's time and resources, and can be stressful for staff involved in dealing with complex and challenging issues.

The Council defines unreasonably persistent and/or vexatious complainants as those who, due to the nature or frequency of their contacts, hinder the Council's ability to consider their own or other people's complaints effectively. In situations where matters are repeatedly raised or widely escalated without new information, the Council may decide to limit or cease direct communication with the customer.

This might involve:

• Restricting contact to a single point of contact.
• Limiting the frequency of communication.
• In extreme cases, ceasing further contact altogether if the behaviour is deemed consistently unreasonable.

Furthermore, Stafford Borough Council has a strict policy against rude, offensive, abusive, threatening, or intimidating behaviours towards its staff or Councillors. Such behaviours will not be tolerated. The Council reserves the right to act where appropriate, which may include reporting such behaviours to the Police and restricting or prohibiting access to Council premises or staff when necessary to protect Council personnel or other individuals using Council premises.

Key Complaint Contact Information and Timelines

Frequently Asked Questions (FAQs)

Navigating public services can sometimes raise questions, especially when it comes to complaints. Here are some frequently asked questions about making a complaint to Stafford Borough Council:

Q1: How quickly should I make a complaint?
A1: It is highly recommended that you make your complaint as promptly as possible. Stafford Borough Council expects complaints to be made within one month of the incident. Complaints about incidents that occurred more than 12 months ago will not normally be accepted for investigation, unless there's a very good reason for the significant delay.

Q2: Can I make an anonymous complaint?
A2: Generally, Stafford Borough Council will not deal with anonymous complaints. However, an exception is made if the complaint raises serious issues about the conduct of an officer, a Council member, or the Council itself, such as allegations of criminal or unlawful behaviour. In such serious cases, anonymity may be considered.

Q3: What if my complaint is very complex and takes a long time to investigate?
A3: For complex issues, the Council acknowledges that it might not always be possible to provide a full response within the standard timeframes (15 working days for Stage 1, 20 working days for Stage 2). In such instances, the Council commits to keeping you informed about the anticipated extended timeframe and the progress of your complaint.

Q4: What if I'm not satisfied with the final outcome after Stage 2?
A4: If you remain dissatisfied after exhausting both Stage 1 and Stage 2 of Stafford Borough Council's internal complaints procedure, you have the option to contact the Local Government and Social Care Ombudsman. The Ombudsman is an independent body that can investigate complaints about local councils once their internal processes are complete.

Q5: What if a Council staff member was rude to me? Is that a complaint?
A5: Yes, absolutely. If a member of Stafford Borough Council's staff has been rude or unhelpful, this is explicitly listed as an example of a situation that would be treated as a complaint. You should follow the informal resolution process first, then escalate to a formal complaint if necessary.

Q6: What happens if I keep contacting the Council about the same issue repeatedly?
A6: The Council has a policy regarding unreasonably persistent and/or vexatious complaints. If you repeatedly raise the same issue without new information, or if your behaviour hinders the Council's ability to deal with complaints, they may limit or cease direct communication with you. This could include restricting contact to a single point or even prohibiting further contact. Unacceptable behaviour (rude, abusive, threatening) may also lead to police involvement or restricted access to Council premises.

Q7: Can I complain about a Councillor's behaviour?
A7: Complaints regarding the conduct of a Council Member (Councillor) are handled under a different and specific procedure. You should refer to Part 5 of the Council’s Constitution, typically found on their official website, for details on how to make such a complaint.

Conclusion

Stafford Borough Council is dedicated to providing efficient and high-quality services to its residents. While they strive for excellence, they also recognise the importance of having clear, accessible channels for residents to voice their concerns and complaints. By following the outlined procedures – starting with informal resolution, progressing to formal stages if necessary, and understanding the role of external bodies like the Local Government and Social Care Ombudsman – you can ensure your issues are addressed effectively.

Your engagement and willingness to follow these processes not only help resolve your individual concerns but also contribute significantly to the continuous improvement of public services within the Stafford Borough. Remember, raising a complaint constructively is a vital part of holding public services accountable and ensuring they meet the needs of the community.

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