If you have a complaint about a council service, you have several options to express your concerns. It's important to start by discussing the issue with the staff member you’ve been dealing with. If that doesn’t resolve the issue, you can escalate it to a formal complaint.
Here’s a quick overview of how to proceed:
| Step | Action |
|---|---|
| Step 1 | Talk to the staff member you have been dealing with. |
| Step 2 | If unresolved, complete a complaint through the following methods: |
| - Complete the contact form | |
| - Speak to a member of staff or call 01782 234234 | |
| - Email customer.feedback@stoke.gov.uk | |
| - For housing repair issues, email RMS.feedback@stoke.gov.uk |
For Stage 1 complaints, you can expect an acknowledgment within 5 working days, and a formal response within 10 working days. If your issue is more complex, a longer timeframe may be agreed upon. For more details on how to proceed, you can refer to the Complaints and Compliments Policy. It's always good to give clear feedback to help the council improve their services.