Customer Feedback

Our aim

Our aim is to provide high quality services in line with the needs of our customers.

We value your customer feedback. All feedback received whether positive or negative will be reviewed, monitored and used to make improvements to the services that we provide. All feedback will be taken seriously and complaints will be fully investigated.

Customer feedback will be handled whenever possible at Level 0 by the frontline teams; you will receive a response within one working day for face to face or telephone complaints and within 3 working days for written complaints. If we are unable to resolve your complaint at Level 0 it will escalate to Level 1 and you will receive an acknowledgement within 2 working days from receipt.

Customer feedback explained

Request for service

A first time service or task request - for example, to report a blocked drain, should be reported as a works request. However, if the customer has to contact the council again as no action has been taken, it should be recorded as a complaint.

Compliment definition

All positive feedback, formal or informal, expressed by a customer of Herefordshire Council either about a service or policy or action provided council itself or a person or body acting on behalf of the council.

Complaint definition

All negative feedback, formal or informal, expressed by a customer of Herefordshire Council either about a service or policy or action provided by the council itself or a person or body acting on behalf of the council.

How do I register feedback

If you wish to register your feedback either positive or negative you can either:

• Complete our contact us online form
• Telephone Info by Phone on 01432 260 500 and you will be helped to register your customer feedback.
• Send an email to info@herefordshire.gov.uk
• Call into any Info in Herefordshire Centre, where a member of the Customer Services team will be able to assist you.
• If you wish to register feedback regarding the social care that you receive please use the social care online comment form.

Resources

Customer Feedback Process

44 kb

Policy for dealing with unreasonable complainant behaviour

Adobe PDF

101 kb

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