Proposed changes to Havering Council's Complaints Policy

Closed 24 Mar 2023

Opened 22 Feb 2023


We are reviewing our Complaints Policy to improve how we deal with complaints as the council currently has several disparate, out of date policies. This can be a challenge to navigate and understand the correct and most efficient way to raise a concern.​ We found that most people who didn’t complain decided against it as they felt it wouldn’t make a difference. However, some also noted other reasons such as a lack of understanding of our complaints process and language or technological barriers.

We are proposing a change from the current three-stage policy to reduce the number of stages, allowing the council to focus on what matters most - getting it right first time. We want a simpler and more streamlined way of handling complaints providing a full response from capable, well-trained staff.

Why your views matter

We would like to hear your thoughts on our proposed changes. Please take a look at the definitions and help us by completing this survey before Friday 24 March 2023.

What happens next

Your feedback will be included in a report which will be used to shape the new policy and will be made available in summer 2023.


  • Anyone from any background


  • Residents
  • Communities
  • Businesses