Rutland County Council is committed to providing excellent services, and to delivering those services right first time for our customers.
Where we succeed or exceed, we welcome feedback from customers who may wish to compliment us on our service. Alternatively, customers may wish to comment on particular services the Council delivers and we welcome this interaction with our service users. However, where we fail to deliver or our standards fall below our customers’ expectations, we expect officers to take ownership and work with customers to resolve any issues. There will also be times when customers feel dissatisfied with the service they have received and wish to make a complaint.
The Council has complaints policies to ensure that our customers have the facility to raise concerns at a formal level. However, where possible, we will endeavour to find resolution in the most appropriate way. This means on occasions, we will contact our customers prior to registering a concern as a formal complaint to find resolution quickly and proportionally. This is the process that we call a ‘service response’.