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Council Tax and Housing Benefits Feedback

Council Tax and Housing Benefits Feedback

BARROW BOROUGH COUNCIL REVENUES AND BENEFITS SERVICE - COMPLAINTS, COMPLIMENTS AND COMMENTS

 

Your feedback is essential to help us review and develop our Benefit services.  By making your views known, you can help us achieve the highest possible standards and provide a better service to everyone.  If you feel we have provided you with a good service, or have done something well, please let us know.  Equally if you feel we have provided a poor service, we would like to know about this also.

Complaints

We realise there will be times when things go wrong.  If you are dissatisfied with something the Council has done, you should let us know details initially by either clicking on the link below or writing to us at:

Barrow-in-Furness Borough Council
Complaints and Compliments
Housing Manager
Cavendish House
Duke Street
Barrow-in-Furness
Cumbria  LA14 1RR

housing@barrowbc.gov.uk

Alternatively, if you would prefer to record your complaint over the telephone, please contact Customer Services on 404242, where a member of staff will be happy to take the details.

Please try to say clearly and exactly what has been wrongly dealt with.

What Happens Now?

On receipt of your complaint, it will be logged and investigated by a suitably qualified member of staff.  A full answer will be provided within 20 days.  If a more detailed investigation is required, or further information needed, then a progress report will be provided within this timescale.

What Happens If I am Still Unhappy?

Once the Council have investigated and responded to your complaint if you are still not satisfied, you can make a formal complaint to the Council.  A formal complaint must be made in writing and preferably on the Council's Complaints Form.  A copy of the Council's Complaints Form is available from the Democratic Services Department or can be downloaded Complaints form in Adobe Acrobat format suitable for printing.   The completed Complaint Form should then be returned to:
 
Democratic Services Officer
Democratic Services
Town Hall
Barrow-in-Furness
Cumbria
LA14 2LD
 
If you are making a complaint on behalf of someone else, please include their name and address. If you are sending any documents or previous correspondence, please indicate whether or not you wish these to be returned to you.
 
Click here For more information on the Council's official complaints procedure.
 
On receiving the form, the Democratic Services Officer will send you an acknowledgement within three working days. You will then receive a full reply within ten working days of the acknowledgement date from the Officer responsible for the service which your complaint is about. If a reply is likely to take longer than this, you will be informed as to when a reply can be expected.
 
If you are not satisfied with the reply to your complaint, you should write again, as soon as possible, explaining why you are not satisfied with the Council's reply and whether you wish your complaint to be further investigated.  At this stage, your complaint will be investigated by the appropriate Director.
 
We will investigate your complaint in a fair and equitable way to achieve a satisfactory solution to the problem. However, if this is not possible or if you are unhappy with the Council's procedure, you have the right to refer your complaint to the Local Government Ombudsman who may undertake an independent investigation on your behalf.  The Local Government Ombudsman (LGO), is an independent person who investigates allegations of maladministration causing injustice to the person who has complained.   Alternatively, if you think the decision about your Housing or Council Tax Benefit is wrong then you have the right to appeal.

Local Government Ombudsman

To complain to the Local Government Ombudsman you can:-

Call the LGO Advice Team on 0845 602 1983 or 024 7682 1960 to discuss your complaint.  They can take all the details by phone instead of in writing, if you wish.  They also welcome calls from textphone users using Typetalk.

Go to their website at www.lgo.org.uk, where you will find more detailed information about their service and an online complaint form.

E-mail – advice@lgo.org.uk

Fax them on 024 7682 0001

Text ‘call back’ to 0762 480 4323

Write to the Local Government Ombudsman at:-
PO Box 4771, Coventry, CV4 0EH.

Appeal

You must appeal by either writing a letter or filling in an appeal form, which you can obtain from the Council or access by clicking on the link below.  You must send your appeal to the office shown on your decision letter within one calendar month of the date on that letter.

The Tribunals Service will make a decision about your appeal at a tribunal hearing.  The Tribunal Hearing is made up of people who are independent from us. 

Compliments

At Barrow-in-Furness Borough Council, we are committed to providing high quality services to the people of Barrow-in-Furness.  If you feel we have provided a good service we would love to hear about it.

Please let us know by either clicking on the link below or writing to:

Barrow-in-Furness Borough Council
Complaints and Compliments
Housing Manager
Cavendish House
Duke Street
Barrow-in-Furness
Cumbria  LA14 1RR

housing@barrowbc.gov.uk

Alternatively, if you would prefer to record your compliment over the telephone, please contact Customer Services on 404242, where a member of staff will be happy to take the details.

What Happens Now?

On receipt of your compliment, it will be logged and your comments passed on to the Revenues and Benefits Team each month.

Compensation

For instances where a claimant has incurred bank charges through fault of the Council, and proof to support this can be supplied, the Council will refund these to the claimant.