Eastleigh Borough Council is committed to providing excellent customer care to all its customers. Details of our customer charter can be found on our website.
Customer Charter (eastleigh.gov.uk)
If you have any needs which affect how you can use or be involved in our services or how you would like to receive information, for example, translation, interpreters, Braille, audio tape, large print, or sign language, please get in touch with us on 02380 688 181 or email residents@eastbrookehomes.co.uk
We will treat the confidential and sensitive information you give us about your circumstances. Please let us know if you have difficulties so we can arrange appropriate support.
Complaints
We take a proactive and positive approach to complaints, using them as valuable customer feedback and identifying areas for review or improvement. We are committed to resolving complaints effectively and within our defined targets.
If you are unhappy with a service, it’s best to contact the person you have been dealing with to resolve the problem. This is called local resolution, and we can usually resolve mistakes and misunderstandings quickly and informally at this stage.
You can raise a formal complaint if you cannot resolve your complaint at the informal stage.
How to raise a stage one complaint
Please complete the online complaints form on our website to raise a formal complaint.
How to make a complaint | Eastleigh Borough Council
Complaints can also be made:
- By email to customerservicecentre@eastleigh.gov.uk
- By phoning 02380 680 000
- In writing to Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh, SO50 9YN
- Directly to an officer of the council
We will acknowledge your complaint within five working days and provide you with a case number. We aim to investigate your complaint and respond within ten working days.
Stage two complaint
If you feel your complaint has not been resolved at stage one, you can escalate the complaint in the same way as making a stage one complaint. You will receive an acknowledgement within five working days. Another council officer will investigate your complaint, and you will receive a final written response within twenty working days.
Housing Ombudsman
As a housing landlord, we are members of the Housing Ombudsman Service, an independent public body that impartially examines complaints within the social housing sector. It’s used to decide on disputes between residents and member landlords.
If you have gone through all stages of our complaints process and remain dissatisfied with the response, or if you feel we have not handled your complaint in accordance with our policy at any stage, you can contact the Housing Ombudsman.
You can contact the Housing Ombudsman Service by:
- Completing an online complaint form Free for Residents | Make a complaint | Housing Ombudsman (housing-ombudsman.org.uk)
- Telephoning 0300 111 3000
- Emailing info@housing-ombudsman.org.uk
- Writing to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
More information about the Housing Ombudsman Service and the Complaint Handling Code can be found on their website Housing Ombudsman Service (housing-ombudsman.org.uk)
Reporting a concern
Sometimes, what you tell us might not be a formal complaint but an everyday concern or service request. In these cases, please email us at residents@eastbrookehomes.co.uk
We’re here to help, so don’t hesitate to reach out!
Compliments
If you have something positive to share, we’d hear it! Your feedback is essential in helping us maintain our high standards and make any further improvements. Should you wish to express appreciation or recognise someone for a job well done, please let us know, and we’ll let the individuals receive the recognition they deserve.
Comments and suggestions
Any Comments or suggestions mean a lot to us. We’re striving to improve our services. Your ideas and suggestions help us shape a better eastbrooke experience.
You can trust that we take all complaints, compliments, and suggestions seriously and handle them with the utmost care and efficiency. This is all part of our ongoing mission to continuously monitor our service, make improvements, and ensure your satisfaction.
Data Protection
We keep records about our customers, including personal and sensitive information. Information about the type of data we hold, why we have it, and your rights to access it can be found on our website, General Data Protection Regulations—Eastleigh Borough Council.
Freedom of information
The Freedom of Information Act 2000 provides public access to information held by public authorities. You can only obtain information that would be given to anybody who asked for it or is suitable for the general public to see. More information can be found on our website Freedom of Information | Eastleigh Borough Council