Compliments, complaints and suggestions
also known as: compliments, suggestions.
Information should you wish to complain or compliment the council about a service.
We want to hear from you.
We want to provide you with the best possible service. To help
us to do this, we are always happy to hear your feedback and use
this to help us improve the way we do things.
If we are doing something well, please let us know so that we
can pass this on to our employees. If there is something you are
unhappy with, we want to know about it so that we can put things
right and learn from what has happened.
If you are contacting the Council for the first time to report a
problem or book a service (such as fixing a pothole or tree
maintenance), you can do this online without registering a formal
Please note: If you want to report a concern about
somebody other than the Council or its representatives, such as a
letting us know about the antisocial behaviour of a neighbour, you
should do so through this route.
Please select one of the below options to contact
Comments & Suggestions
If you would like to contact us to make a general comment or
suggestion about how we could improve or develop our services, we
would love to hear from you.
Make a comment or suggestion online here
Your comment or suggestion will be passed on to the relevant
employee or team and if you would like us to, we will get back in
touch with you within 15 working days.
We are sorry that you are unhappy about the actions, or lack of
action, from the Council. We want to hear about your experience so
that we can put things right and learn from what has happened.
Make a complaint online
Types of complaints
We want to make sure that the right person or team deals with
your complaint as quickly as possible and so we have specific
processes in place for dealing with different types of
If you wish to complain about the conduct of an elected member
of the County Council, you must complete a complaints
form and return it to us by either post or email.
Please return your completed form,
together with any supporting documentation to:
The Monitoring Officer
Legal Services Unit
Northumberland County Council
If you make a complaint it must be about why you think a member
has not followed the Code.
The Member’s Code of Conduct is part of the County Council
Constitution - click
here to view the Code of Conduct adopted on 4th July
To assist you we have also prepared an indicative flowchart
which set out how the process works for handling complaints about
elected members – click here
to view the flowchart.
Any complaint other than those mentioned above is covered by the
Council’s Corporate Complaints Procedure. When dealing with
complaints through this procedure we aim to:
- Wherever possible, reach an agreement with you straight away to
put things right
- Acknowledge receipt of your complaint within 3 working
- Respond in full within 15 working days
- If a response will take longer; keep you informed about
progress and agree a timescale with you for responding
If we have already responded to your complaint, but you are
unhappy with the decision or outcome, you can ask us to look at
your complaint again.
If you would like to ask us to look at your complaint again, the
quickest way to do this is by filling in our online form by
Re submit a complaint
Alternatively, you can contact the Council’s Complaints
Telephone: 0845 600 6400
Once we receive your request, we will make sure that we look
again at both your original complaint and the response that you
received. We will write to you with the results of our
investigation within 20 working days.
What if I am still unhappy?
Should you remain unhappy with the response which you receive,
you have the right to contact the Local Government Ombudsman
The Local Government Ombudsman
PO Box 4771
Telephone 0300 061 0614
Fax 024 7682 0001
Text 'call back' to 0762 480 4299
Thank you for taking the time to let us know about something we
have done well, we really appreciate compliments as it allows our
employees to be recognised for their work and helps us to keep
Make a Compliment
Your compliment will be passed to the relevant employee or team
so that your feedback can be shared with the right people.
Your compliment will be used to help us celebrate what our teams
have done well and help us to share best practice across the
Council so that we can keep providing you with high quality
If you would like us to, we will get back in touch about your
feedback within 15 working days.