Customer Complaints Policy
Complaint response delays
During the COVID-19 crisis Hastings Borough Council will have to suspend its response time to Stage 1 and Stage 2 complaints.
We've taken this step in the wider public interest. We are protecting the capacity of our staff to deliver vital frontline services. Many of our staff have been re-allocated to work in the community to assist those who are most vulnerable.
The Council will respond to complaints when staff are available to do so.
Our mission statement:
"Underpinning all that we do is a renewed commitment to 'Customer First', and working as 'One Council' - this means that despite our financial challenges, we want to provide services that are efficient, effective and equitable and are based on what our customers tell us. We also recognise that we achieve our goals by the combined skills and effort of the whole of our staff team, and that working well together we are a strong force for change and improvement in our town."
- Customer Complaints Policy (.pdf 231KB)
- Unreasonable and Unreasonable Persistent Complainants Policy (.pdf 49KB)