Complaints procedure

If you have a complaint about any aspect of our service we will attempt to resolve matters (to your satisfaction) in the following four stages:

 

Where you bring a complaint to our attention our officers will try and deal with it informally straight away. This is particularly appropriate where a problem arises on site, as most problems or misunderstandings can be resolved immediately without causing delays to your builder. Please remember that our officers have a duty to enforce the Building Regulations, so if you disagree with their interpretation on a technical basis please contact the Building Control Manager so that a second opinion can be sought. The Building Control Manager will examine all the details you provide, and will carry out any investigations necessary to establish the most appropriate course of action. You will receive a reply (in writing) within 10 working days, which may take the form of an explanation or apology, or may indicate any actions to be taken to resolve matters or to prevent a reoccurrence. All complaints received are raised at our monthly staff meetings to establish whether service improvements should be introduced. You can email details of your complaint to us at buildingcontrol@peterborough.gov.uk or fill in our comments and complaints form online. Details of your complaint will be recorded to help us spot potential problems with our service, and to help us find solutions.

 

Where we are unable to resolve the complaint (to your satisfaction) immediately, you will be invited to write to the Central Complaints Office where your complaint will be logged and passed onto the relevant Head of Service for investigation in accordance with the City Council's Formal Complaints procedure. The Head of Service will examine all the details you provide, and will carry out any investigations necessary to establish the most appropriate course of action. You will receive a reply (in writing) within 10 working days, which may take the form of an explanation or apology, or may indicate any actions to be taken to resolve matters or to prevent a reoccurrence.

 

If you remain dissatisfied, details will be forwarded onto you suggesting the submission of a written appeal to the Assistant Chief Executive. This will enable your complaint to be independently investigated by a senior officer who is not directly involved in the provision of the Building Control Service, and hence in a position to ensure your concerns are thoroughly investigated. Once this is done you will be notified of the outcome in writing.

 

Should you remain dissatisfied, details will be provided of how to forward your complaint to the Ombudsman, who has the power to investigate complaints completely independently of the City Council.