Comments, complaints and compliments

Erewash Borough Council welcomes feedback as it may help improve the service that customers receive. It is a constructive way to review, where possible what the council does.

The new “Feedback Policy” complies with the Local Government and Social Care Ombudsman (LCSCO) complaint handling code to ensure that the council deal with complaints in a timely manner and learn from the issues those complaints identify.

Complete the Customer Feedback form if you have a My Erewash account. If you don’t tell us about what things the council can do better, we won’t be able to make those changes that make the customer experience better for everyone.

We ask you to put your complaint in writing so that we have your version of what happened. If you are not able to complete the feedback from yourself please call as one of our Customer Services Advisors will help you complete the form.

Please be assured that all comments, compliments or complaints will be dealt with in the strictest confidence. We keep a record of your comments, complaints and compliments to build up a picture of the services that give customers the most concerns and those services that we need to learn from.

Customer Feedback Policy

  • Where a response is requested, the council will acknowledge a complaint within 5 working days
  • A complaint is initially investigated at stage one of the council’s complaint procedure.  We aim to respond within 10 working days of the complaint acknowledgement being sent
  • If the matter is not resolved, a further acknowledgment will be sent within 5 working days of the complaint being referred for investigation at stage two of the complaint procedure
  • We aim to respond to a stage two complaint within 20 working days.
  • If there are any delays in providing a response, the investigating officer will keep you updated about the progress of your complaint.
  • The council’s two stage complaint procedure should be completed before a complaint is made to the Local Government and Social Care Ombudsman (LGSCO)

A copy of the full policy is available on request.