East Lothian Council has a Feedback Policy to hear and respond to the views of people using Council services. This includes comments, compliments and complaints, or suggestions about how to improve services. A public information leaflet about this is available at local area offices.

The department of Community Services (formerly the Social Work and Housing department) has a Complaints Procedure and is keen to hear from tenants and service users who are unhappy with any part of its service so that it can try to improve the service to them.

How can I make a complaint about the service provided by the Community Housing and Property Management Service or how my enquiry has been dealt with?

Firstly, if you feel able to, speak to your Community Housing Officer who will try to sort the problem immediately. Or, ask to speak to the Community Housing Manager who will try to sort things out. If the matter is not resolved, or if you find this difficult, you can:
*Ask reception staff to record your concerns on a Feedback Form so that this can be passed to the Department’s Complaints Officer. You should be given a copy of this form for your records; or
*Phone the Complaints Officer on tel. 01620 827497; or,
*Write to the Director of Community Services at 9-11 Lodge Street, Haddington, EH41 3DX.

What will happen next?

The Complaints Officer will consider your complaint to see if it can be easily resolved. If so, you will be either phoned or written to with a response.If the matter requires some investigation, an acknowledgement letter will be sent within 5 working days and a senior officer will be appointed to look into this. We aim to reply within 20 working days, explaining the outcome and how to resolve the complaint.

What if I’m unhappy with the response?

*You can appeal to the Chief Executive of East Lothian Council, within 28 days by writing to John Muir House, Council Buildings, Haddington.
*You can appeal to the Scottish Public Services Ombudsman. A leaflet will be provided about how to do this.

How can I complain about problems being experienced due to neighbour’s behaviour?

Complaints about anti-social behaviour by neighbours are dealt with under the Council’s Anti-Social Behaviour Policy. You should contact your local Community Housing Office to report this, where it will be investigated.

How can I complain about delays in repairs, standard of workmanship or how my property enquiry has been dealt with?

*Firstly, contact the Call Centre on tel. 0845 602 2223 to check what stage the job is at.
*If you are unhappy about progress or have any other complaint about Property Maintenance, ask to speak to the Customer Care Officer in this section to report your complaint.
*If you remain dissatisfied, you may contact the Department’s Complaints Officer on tel. 01620 827497. The procedure will then be the same as outlined for the Community Housing and Property Management Service, above.