Consultation on updated council complaints policy

We are inviting comments on our updated policy that sets out how Lewes District and Eastbourne Borough Council manages complaints.

Housing tenants were consulted in the development of the draft policy, which was approved by respective Cabinets in July 2024, subject to a final stage of consultation.

Background

We have updated our complaints policy in-line with changes to national policy and guidance, namely the Complaint Handling Code 2024 developed by The Housing Ombudsman Service and The Local Government and Social Care Ombudsman.

The councils are committed to providing high quality services, with our customers at the heart of everything we do. We do our best to make sure your contact with us is professional, courteous and goes beyond our customers' expectations. However, we do accept that sometimes things can go wrong and at these times we need to listen to our customers' views and put things back on the right track.

Our draft complaints management policy is designed to ensure that all complaints are dealt with in a consistent way and to a high standard.

The policy sets out what the council does and does not treat as a complaint. It also makes clear the council's timescales for handling complaints.

Download the Complaints Policy (PDF) [194KB]

Your chance to give feedback

To ensure the councils are working consistently with current national policy and guidance, we have begun working to the draft policy.

We are however giving an opportunity to submit feedback about the draft policy before it is finalised.

For example, we would like to know if you think the policy clear and easy to understand.

Please send your comments on the draft policy by email to CustomerFirst@lewes-eastbourne.gov.uk

Alternatively you can write to us at: Complaints Policy Consultation, Eastbourne Borough Council, Eastbourne Town Hall, Grove Road BN21 4UG / Lewes District Council, 6 High Street Lewes East Sussex BN7 2AD