Have your say

We are committed to delivering public services which meet the highest possible standard. However we realise that there may be times when you wish to raise a concern or make a suggestion or a compliment about a service that you have received.

We value your feedback, whether positive or negative, it enables us to resolve problems and improve our services.

To make a compliment, complaint or suggestion please complete the online form, alternatively you can email us at haveyoursay@tauntondeane.gov.uk.

Please provide this information in your email:

If you would like to remain anonymous, please state anonymous at the beginning of your email.

You can give us feedback by:

Customer Services
The Deane House
Belvedere Road
Taunton
Somerset
TA1 1HE

A copy of your compliment, complaint or suggestion will be logged on a central register and passed to the appropriate service area for their attention.

The complaints process

If you make a complaint we have a two-stage complaints procedure. Normally a complaint will start at stage one and our aim is to resolve things promptly and informally at this stage.

  1. Stage One - Your complaint will be acknowledge and then investigated by a suitably qualified member of staff in the service area that you have been dealing with and he or she will provide you with a full response within 20 working days of our receiving your complaint
  2. Stage Two - If you are not satisfied with the reply you receive, you may request that the complaint be escalated to the next stage of our complaints process in which case your complaint will be reviewed by  the Assistant Director responsible for the service  in question (or by a senior manager nominated by the Assistant Director) and he or she will provide a full response within 20 working days of your request.

If you are not satisfied with the response you receive, you have the right to contact the Local Government Ombudsman - this is an independent, impartial and free service.

TDBC Council housing complaints

Following the Introduction of the Localism Act 2011 we have to ensure complaints about the Council in its role as a social landlord (as well as in respect of our ownership and management of leasehold housing) are dealt with in the manor set out in the act.

If you are unhappy with the outcome of your Stage 2 Complaint you can either refer the mater to your 'Designated Person' (The 'Designated Person' can be a local councillor or MP) or wait 8 weeks, after which you will be entitled to refer the matter to the Housing Ombudsman directly. On receiving your complaint the 'Designated Person' can decide to:

 

Give us feedback

You can send us your feedback, complaint or compliment online

Feedback form