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Customer Services

How to make a compliment, comment or complaint

You can either:

• fill in the online form
• visit the council offices in person (opening hours are: 8.45am-5.15pm on Monday to Thursday, 8.45am-4.45pm on Friday)
• write in using a freepost form (available on request from council offices)
• write in by letter:
  Customer Services Manager
  Welwyn Hatfield Borough Council
  Council Offices
  The Campus
  Welwyn Garden City
  Hertfordshire,
  AL8 6AE
• send an email to the council

Diversity Monitoring

We monitor our customer feedback to help us design services to meet our customer's changing needs and to make sure our complaints procedure to accessible to all. Therefore we will now ask you some diversity questions when you pass us a complaint, compliment or comment. The questions are not compulsory and all information provided is used in the strictest confidence and only for statistical purposes. We do not pass your information on to other organisations.

The purpose of our Customer Services Strategy is:

• To show you the standards of customer care you should expect
• To show our staff the levels of customer care expected of them
• To define ways in which we may improve those levels of care

We will:

• Provide convenient and timely access to information and services for all our customers. 
• Introduce Customer Services Standards across the authority. We will then measure our performance against the standards in order to make any improvements and adjustments where necessary.
• Ensure equality and diversity guidelines are adhered to, in order to provide equal access to all services for everyone.

Documents available for download:

•  Customer Services Strategy (Full version) [160KB]
•  Customer Services Standards [97KB]

If you have exhausted all the stages of the council's procedures and are still not satisfied, you can appeal to the Local Government Ombudsman - an independent body which will look into your complaint about the council. The Ombudsman will do this only if you have given us a chance to deal with the complaint first.

To find out more visit the Local Government Ombudsman website