Tendring District Council has this week launched its new complaints procedure with the aim of making it easier for residents to raise concerns and for the Council to respond consistently and fairly.

The new Corporate and Housing Complaints Policy replaces the two separate policies previously in place.

It follows a thorough review of how complaints are handled across the organisation and reflects national best practice, including the Local Government and Social Care Ombudsman’s Complaint Handling Code and the Housing Ombudsman’s Code. The latter is a legal requirement for councils that manage social housing.

Councillor Andy Baker, Cabinet Member for Housing and Planning, said: “By adopting a single, joined-up policy, we’re aiming to make the complaints process clearer for residents and more consistent for staff.

“It’s important that the Council welcomes all complaints - we see them as a valuable way to measure how well our services are working. This policy puts a strong focus on learning lessons and using that insight to improve.

“We take pride in the services we provide to residents, and having a clear complaints policy strengthens our ability to learn from feedback and helps build trust by showing we’re open to getting things right.”

The new policy introduces a single framework for all services, aligned with national standards, and places greater emphasis on using complaints to support service improvement.

The updated policy will be available on the Council’s website from 1 September. To find out more, visit www.tendringdc.gov.uk/content/complaints.