This procedure is a practical step-by-step guide to our complaints procedure, and applies only to the services provided by the Adult Social Care element of the Department.
Unity House
111 Stuart Street
Luton
LU1 5NP
Tel: 01582 547319
Fax 01582 547733
Email: Feedback@luton.gov.uk
If you wish to make a comment, compliment or complaint about a service provided by Luton Borough Council Housing and Community Living, please contact us either at the address below or in writing to:-
Freepost Feedback
Luton Borough Council
(you don't need a stamp)
There are three main stages to our Complaints Procedure:
Stage 1
We always try to resolve issues quickly. From the moment we receive your complaint, we will get back to you within three working days with an acknowledgement in writing and give you the name of the person dealing with it. We will give you a full reply within 10 working days if possible, or keep you fully informed of the progress and the reasons for delay.
Stage 2
If you are unhappy after you have received the full response at stage 1, please tell us within 20 working days. We will write back again - within 3 working days - telling you who is dealing with the problem and when you can expect a full reply. Your complaint will be dealt with by a specialist officer, the Complaints and Representations Adviser will appoint an investigating officer to investigate the issue you are unhappy about. The investigating officer will usually be a senior person from the Housing and Community Living Department. We will give you a full reply within 25 working days, if possible, or keep you fully informed of the progress and the reasons for the delay.
Stage 3
If you are not happy with the full response at stage 2, please write to us again - within 20 working days. A stage 3 complaint procedure involves a member panel composed of two independent persons, an independent chairperson and one elected councillor. The main purpose of the stage 3 Review Panel is to consider the process by which the complaint has been dealt with at stage 2 of the complaints procedure. The panel will not reinvestigate the substance of your complaint.
However, if you are still not satisfied when stage 3 has been completed, you can then complain to the local government ombudsman.
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