One way to help improve the work of the Council is by making use of its complaints procedure.
Stage 1
If you have a complaint in the first instance, you should contact the person or service area that you have been dealing with. They are the people best-placed to deal with your complaint promptly.
If you are not sure who to talk to use one the following ways to contact the Council:
Tel: 020 8359 2000, or
Email: first.contact@barnet.gov.uk,
Text (SMS): 07781473279
Online form: http://www.barnet.gov.uk/contact-us/comments-compliments-complaints.htm
Your complaint will be put through to the correct person or service area.
If possible, they will deal with the matter you raise immediately. If this is not possible, the aim is to respond within ten working days.
If the issues are not so straightforward it may take longer to fully investigate them but they will keep you informed of progress.
'Street-based' service (e.g. refuse collection, street cleaning)
If the issue you want to raise is about a ‘street-based’ service, such as refuse collection or street cleaning, then:
Tel: 020 8359 4600 (Customer Care Unit)
Email: first.contact@barnet.gov.uk
Text (SMS): 07781473279
They will do their best to deal with your enquiry/complaint immediately and if they are not able to, will pass it on straight away to the service responsible.
If I am not satisfied with the investigation, what can I do next?-
Stage 2
If you are still not satisfied with the response you have been given, you can contact the department’s Head of Service.
Say clearly why you are still not satisfied. The Head of Service will send you an acknowledgement within two working days.
The Head of service will consider your complaint again. They will normally send you a full written reply within ten working days.
In some cases where complaints are complicated it may take longer. They will tell you if this is the case.
What happens if I am still not satisfied with the investigation?
Stage 3
The Council expects to deal with issues that are of concern and to put things right if they have gone wrong. If you are still not satisfied with the explanations you receive you can ask the Chief Executive to investigate your complaint.
Write and tell them why you are still not happy with the response you have received and say what particular points you would like them to consider.
Write to:
Nick Walkley
Chief Executive
Management Suite
North London Business Park
Oakleigh Road South,
London N11 1NP
Chief Executive liaises with the Head of Service in investigating these complaints and aims
to reply within ten working days.
This is the final stage of the complaints procedure.
What else can I do?
You can, of course, take your complaint to an elected councillor for Barnet. Every area of the borough has one or more to represent you.
If you feel you did not receive a satisfactory response and there has been maladministration causing injustice then you can complain to the Local Government Ombudsman. See our watchdogs section.
