Compliments:
If you would like to make 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.
Complaints:
If you would like to make a complaint you can contact us by:
E: housingcomplaints@castlepoint.gov.uk
T: 01268 882200
W: Complaint form
In writing or in person: Council Offices, Kiln Road, Benfleet, SS7 1TF
We define a complaint as ‘an expression of dissatisfaction made about the standard of a service, actions, or lack of actions by us, our staff or those acting on our behalf'.
When you make a complaint it will be formally logged. We aim to resolve all complaints quickly and thoroughly. We will take into account your personal circumstances, keep you informed and explain our decisions and actions to you.
We will not consider a service request as a complaint unless we have failed to deal with the original request. They will be confirmed as a failure of service before they are acknowledged and logged as a complaint.
We operate a two-stage complaint process, each with clear timescales. We will try to resolve a complaint at the first point of contact and look to provide an early resolution to all complaints.
If you are not satisfied with the way we have handled your complaint, you can contact the Housing Ombudsman Service.