Principles

1. Acknowledging mistakes and apologising where appropriate.
2. Putting mistakes right quickly and effectively.
3. Providing clear and timely information on how and when to appeal or complain.
4. Operating an effective complaints procedure, which includes offering a fair and appropriate remedy when a complaint is upheld.

Examples of what good looks like

• Making complaints procedures clear and visible.
• Ensuring the quality of investigation to a complaint is the same whether it’s handled by the council or a contractor.

Crisis working

1. Dealing effectively with the most serious and high-risk complaints, even when capacity is reduced for a time.
2. Being realistic with complainants about timescales and any delays, considering individual circumstances and explaining reasons for doing things differently.
3. Planning for a return to normal in complaint handling, making sure the crisis does not turn into a longer-term erosion in the organisation’s capacity to listen to concerns.