Give a compliment:
If you would like to give a compliment you can contact us by:
E: customercare@castlepoint.gov.uk
T: 01268 882200
In writing or in person: Council Offices, Kiln Road, Benfleet, SS7 1TF
We will share your feedback with the team or officer and their manager.
Make a complaint:
We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by Castle Point Borough Council, council staff or those acting on behalf of the council, affecting an individual resident or group of residents'.
If you would like to make a complaint you can contact us by:
E: customercare@castlepoint.gov.uk
T: 01268 882200
W: Complaint form
In writing or in person: Council Offices, Kiln Road, Benfleet, SS7 1TF
The complaints process:
The Council’s complaints process has two stages.
Stage 1:
Once you make a complaint, it is logged and acknowledged. The Council will investigate your concerns and aims to respond to Stage 1 complaints within 10 working days, with a possible 10 day extension for complex cases.
Stage 2:
If you are unhappy with the Council’s response at Stage 1, you can request escalation to Stage 2.
Stage 2 complaints are reviewed by a senior officer. Any new related issues can be added to your complaint at this stage however unrelated issues will be logged as a new Stage 1 complaint.
The Council aims to respond to Stage 2 complaints within 20 working days.
For full details on how we handle Housing complaints, read our Housing Complaints Policy.
The Housing Ombudsman:
If you remain dissatisfied with the way we have handled your complaint after Stage 2, you can contact the Housing Ombudsman Service.