We Want Your Feedback!

What would you like us to do? ...... How to give us your feedback

...... Fill in this form ...... Please hand in this form at reception or  ...... post to the address overleaf.

...... Email If you require further Customer ...... Taunton Deane Borough Council information please contact:

...... [email protected] Feedback Customer Services,  West Somerset District Council Your details: Taunton Deane Borough Council [email protected] The Deane House, Belvedere Road Name: ...... Compliments, Taunton, TA1 1HE Address: ...... Online Taunton Deane Borough Council Tel: 01823 356356 Complaints and ...... Postcode: ...... www.tauntondeane.gov.uk Email: [email protected] Suggestions Telephone: ......  West Somerset District Council Web: www.tauntondeane.gov.uk Email: ...... www.westsomersetonline.gov.uk Would you like us to contact you? Customer Services, West Somerset Council Yes No Call West Somerset House Taunton Deane Borough Council How would you prefer to be contacted? Killick Way, Williton 01823 356356 Taunton TA4 4QA We want letter phone email in person West Somerset District Council Tel: 01643 703704

Please hand in or post to: 01643 703704 Email: [email protected] your Web: www.westsomersetonline.gov.uk Taunton Deane Borough Council, You can ask a friend, relative, someone at the Customer Services, Citizens’ Advice Bureau, or your local Councillor, Taunton Deane Borough Council to help or represent you. feedback! The Deane House If you would like this document translated Belvedere Road, Taunton TA1 1HE As a Council we are committed to delivering into other languages or in braille, large high-quality services, and to deal with queries as West Somerset Council, print, audio tape or CD, please contact us. efficiently as possible. Customer Services, West Somerset House, Killick Way, Williton, Taunton TA4 4QA Listening and responding TDBC & WS Design, Print & Web 7571.km.10.17 Compliments, Complaints and The Complaints Procedure Customer Feedback Suggestions Local Government & Social Care Before submitting a complaint we should have Ombudsman Today’s date: ...... We are committed to delivering public had the chance to provide the service or put LGSCO, PO BOX 4771, services which meet the highest possible Coventry CV4 0EH Compliment Complaint Suggestion standard. However we realise that there may something right. We can only do this if we have received a request or have been informed of a be times when you wish to raise a concern Tel: 0300 061 0614 Web: www.lgo.org.uk Which service are you contacting us about? or make a suggestion or a compliment about problem (for example reporting a missed waste collection) which we will aim to deal with as a service that you have received. We value Please note the Ombudsman will expect you to ...... your feedback, whether positive or negative, part of our normal day to day business. have given the Council the opportunity to resolve it enables us to resolve problems and improve your complaint locally before getting involved. Please give date of incident and any reference. our services. If your issue is not something we can resolve immediately as part of our day to day business, Taunton Deane Borough Council ...... we will usually deal with it as a complaint. What is a Complaint? Housing Complaints Feedback. Please give as many details as possible, attaching extra sheets if necessary. “When someone tells us they are not happy If you are unhappy about the service you are Following the introduction of the Localism Act 2011 about a service or something we have or have receiving or have received, then the quickest ...... not done that has had an impact upon them.” way to let us know is by contacting the person we have to ensure complaints about the Council in its role as a social landlord (as well as in respect of our ...... or service you have been dealing with. ownership and management of leasehold housing) ...... Areas not covered by this are dealt with in the manner set out in the Act. If you have not been dealing with one specific ...... complaints procedure person, then ask to speak to someone in the 1. If you are unhappy with the outcome of your ...... • Where a statutory right of appeal exists service area you are concerned with. complaint you can either refer the matter to (eg parking ticket, Housing Benefit) ‘Designated Person’ or wait 8 weeks, after ...... You may then be referred to a line manager. which you will be entitled to refer the matter ...... • Complaints subject to legal proceedings. You are entitled to speak to a line manager or to the Housing Ombudsman directly...... • Insurance Claims. supervisor and can ask to do this at any time. 2. The ‘Designated Person’ can be a local This person will then try to resolve the issue councillor or Member of Parliament (MP) ...... • Complaints about the conduct of Elected for you. 3. On receiving your complaint the ‘Designated ...... Members. Person’ can decide to: ...... These should be made in writing to We aim to resolve the majority of complaints The Monitoring Officer (Taunton Deane), within 20 working days. • Help resolve your complaint directly; ......

The Deane House, Belvedere Road, • Refer your complaint to the Housing ...... Taunton TA1 1HE If you are still not satisfied with the response Ombudsman before the eight week time limit; you receive, you have the right to contact the ...... or The Monitoring Officer (West Somerset), Housing Ombudsman Service, Local Government Ombudsman. This is an West Somerset House, Killick Way, Exchange Tower, Harbour Exchange Square, ...... independent, impartial and free service. Williton TA4 4QA London E14 9GE ...... Email: [email protected] ...... Web: www.housing-ombudsman.org ...... Please continue overleaf