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Make a complaint

We aim to provide a good service at all times but sometimes things go wrong.

Using our complaints service

Please use our online complaints form when you believe that:

  • we've done something that we shouldn't have
  • we haven't done something we should have
  • our service has not been delivered to the expected quality, frequency or cost
  • one of our employees (or any of our contractors or agents) has behaved inappropriately
  • a decision-making process has been flawed.

We will acknowledge receipt of your complaint within five working days and give a decision within 20 working days.

We do not tolerate discrimination in any form.

Make a complaint

Other types of complaint

Not every type of complaint will be dealt with by our complaints service. You can help us to deal with your complaints quickly by using the guide below:

  • To complain about another person, company or institution (for example neighbour noise, fly tipping, or environmental health), please go to the do it online page, or phone our customer service team on 01442 228000.
  • To request a service, or if you are reporting a problem for the first time, please go to the do it online page, or phone our customer service team on 01442 228000.
  • To appeal against a benefits decision, please go to our benefits appeals page.
  • To tell us about a breach of planning control, please go to our planning enforcement page.
  • Complain about a councillor.
  • To complain about a county council service like road repairs, schools, street lighting, and tips (household waste recycling centres), please contact Hertfordshire County Council.  

Complain to your councillor or MP

You can contact your councillor or MP to make a complaint on your behalf. Your complaint will be dealt with by the complaints service but your councillor or MP will be kept informed of the outcome.

Get the contact details for your local councillors

For information about contacting your local MPs, go to their websites:

Making an anonymous complaint

You can make an anonymous complaint by telephoning us on 01442 228000. We can note your dissatisfaction but we will not be able to respond to you through the complaints service.

What will happen to my complaint?

Once we have received your complaint, an officer not involved in the original matter will investigate. 

If you are dissatisfied with the outcome, an officer not involved in the original investigation can review the outcome.

If you are still dissatisfied, you can appeal against the decision.

If you are dissatisfied with the outcome of the appeal we recommend that you contact the Local Government Ombudsman's office or, if you are a council tenant or leaseholder with a complaint about Housing, please contact the Housing Ombudsman's office.

The Ombudsmen will not normally consider your complaint until it has already been through all three stages of our internal complaints process. They will check that this has happened before they investigate your complaint.

Making a complaint if you are a council tenant or leaseholder

The Housing Landlord service covers the management of your tenancy, including repairs and maintenance, paying your rent and, if you live in supported accommodation or a block of council owned flats, cleaning and landscaping.

If you are unhappy with the outcome of your complaint and it has been considered at all three stages of our service, you can approach an Independent Designated Person for advice.

Read more about the   role of the designated person or panel (PDF 241 KB)

You can contact us as an Independent Designated Person by emailing us at independent.person@dacorum.gov.uk

Or write to us:
Designated Person Complaints
Dacorum Borough Council
Civic Centre
Hemel Hempstead
Hertfordshire
HP1 1HH

If you do not want to involve an Independent Designated Person or you are unhappy with their findings, you can approach the Housing Ombudsman once eight weeks from receipt of final response has passed.

If you are still unhappy with the findings of the Independent Designated Person we would recommend that you contact the Housing Ombudsman's office;

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Telephone 0300 111 3000
Or visit www.housing-ombudsman.org.uk for more information. 

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