The council has overhauled the way it deals with complaints to make sure they are used to improve services.
All complaints and comments are now being logged on one centrally monitored database to make it easier to identify the causes of dissatisfaction.
Chief Executive Joyce Redfearn, pictured, says: “We always hope people receive a high quality service – but if this isn’t the case then we want to know so that we can improve in future.
“We want to make it as easy as possible for anyone who is unhappy with the service or experience they’ve had from us to tell us about it.
“This is part of our wider strategy of putting our customers at the heart of what we do. Our services must be driven by our customers and not by our policies.”
Complaints can be made in person at council offices, online at Complaints or by email to Complaints Section
You can also ask for a complaints form from any office or library, write direct to Wigan Council – Complaints, Town Hall, Library Street, Wigan WN1 1YN or contact your local councillor. Their details are in the A-Z of services we sent out in spring or on our website.
Joyce added: “We’ve also signed up to a new hi tech system that will allow us to get a better understanding of how our customers see us.
“The council is a large organisation and this will allow us to analyse customer feedback so that we can learn from it.”
Our promise:
- Complaints will be received positively.
- Investigations will be impartial and confidential.
- Staff will be trained to handle complaints effectively.
- When we get it wrong, we will apologise and put things right where we can.
- We will respond to complaints in a timely way and keep you updated on progress.
- We’ll explain how we make our decisions.
- We will use your feedback to improve our services.
