New joined-up complaints procedure launched

Tendring District Council introduced a new single complaints procedure on September 1.

The new Corporate and Housing Complaints Policy replaces the two previously separate policies for Corporate Complaints and for Housing Complaints.

This update is the result of a detailed review of how we handle complaints across the organisation and reflects national best practice, including the Local Government and Social Care Ombudsman’s Complaint Handling Code and the Housing Ombudsman’s Code. The latter is a legal requirement for councils that manage social housing.

Ian Davidson, TDC’s Chief Executive, said: “By adopting a single, joined-up policy, we’re aiming to make the complaints process clearer for residents and more consistent for staff.

It’s important that the Council welcomes all complaints — we see them as a valuable way to measure how well our services are working. This policy puts a strong focus on learning lessons and using that insight to improve.

“We take pride in the services we provide to residents, and having a clear complaints policy strengthens our ability to learn from complaints and helps build trust by showing we’re open to feedback and committed to getting things right.”

The key points of the new strategy are: Having one policy covering all services, making it easier to apply consistently; Having a clearer framework for handling complaints, aligned with national standards; And having a renewed focus on using complaints to support service improvement.

If complaint handling is part of your role, please make sure to attend one of the upcoming training sessions. These will take place on Thursday 4 September, running from 10.30-11.30am and from 12-1pm.

To book your place, please email corporatestage2complaints@tendringdc.gov.uk, stating which session you would like to attend.

The policy will be discussed at upcoming Senior Managers Forum and Staff Briefings, and will went live for the public on the Council website on 1 September.

You can read the full policy and complaints procedure on TED here: Corporate and Housing Complaints Policy