How to make a Complaint

If we do get something wrong, we want to be able to put it right. We value the opportunity to investigate concerns you may have about any aspect of our service and are committed to handling all complaints thoroughly, fairly and promptly.

In the first instance, should you have a complaint please email our Technical Services Team  at

building.control@hertfordshirebc.co.uk
01438 879990

who will attempt to resolve the issue informally with you. To help us understand the full details of your complaint, please provide as much detail as you can. Should this be unsuccessful your complaint will be passed to the relevant Head of Department who will deal with the issue and if necessary progress the matter to Stage 1 set out below:

Stage 1

We will acknowledge your complaint within 2 working days and expect to provide a substantive response within 10 working days. Should we be unable to achieve this timescale we will update you accordingly. If you remain dissatisfied with our response you may progress to Stage 2 within 28 days of our Stage 1 response.

Stage 2

We will pass your complaint to the relevant Local Authority for their review of how we arrived at our Stage 1 response. We will change our response if, upon review, it is appropriate to do so.

Stage 3

If you remain unhappy with our response you may, within 28 days of the Stage 2 response, take your complaint to an independent redress provider. As we are owned by local authorities and undertake a statutory function on their behalf we have chosen to use the Local Government Ombudsman www.lgo.org.uk 0300 061 0614.

Appeals

We don’t want things to go wrong, but if they do and we can’t rectify matters then please see the following appeal guide. The guide is intended for anyone proposing to carry out building work – including building/landowners, builders, and professional advisers who may be acting as an agent – who is seeking to ensure that their work complies with the Building Regulations but where agreement cannot be reached with the building control body, i.e. a local authority or a private sector approved inspector (as applicable) Appeals Guidance

Appeals Guidance