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Home > Council > Customer Services > Customer feedback

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Customer feedback

We strive to put our customers first. We have Customer Care Standards and a Customer Care Charter which tells you what we promise and what we expect in return.

If an individual member of staff, or a particular team, gives you exceptional service, we would like to hear about it. We would also like to hear your comments on the service that you receive.

To provide us with feedback on our services, please contact us via telephone, email or by completing one of our Compliment or Comment forms and forward it to the Communications service.

Email:	comms@forest-heath.gov.uk
Telephone:	01638 719361

Sometimes you may be unhappy with the level of service that you have provided to you. The Council takes feedback from its customers very seriously, whether it is positive and negative. We use your feedback to help identify service improvements and to improve service delivery.

The following flowchart below summarizes the process for dealing with Customer feedback (as detailed in the Council's complaints procedure).

If you believe that we have not provided you with an appropriate level of service, please follow the Staged process below.

Stage 1

In the first instance, please address your feedback directly to the service provider. Service staff are fully prepared to receive, record and to deal appropriately with your issues.

The table below identifies the Council’s services and details of where you should address your initial feedback:

Service provided	Email address	DDI
Abandoned Vehicles	sort-it@forest-heath.gov.uk	(01638) 719284
Arts and Heritage	arts@forest-heath.gov.uk	(01638) 719257
Benefits	benefitenquiries@angliarevenues.gov.uk	(0800) 163030
Business Rates	nndr@angliarevenues.gov.uk	(01842) 756568
Car Parks	property@forest-heath.gov.uk	(01638) 719349
Clinical and Hazardous Waste	sort-it@forest-heath.gov.uk	(01638) 719284
Communications	comms@forest-heath.gov.uk	(01638) 719361
Community Centres - Mildenhall	dlc@forest-heath.gov.uk	(01638) 717737
Community Centres - Newmarket	nlc@forest-heath.gov.uk	(01638) 662726
Community Safety	community@forest-heath.gov.uk	(01638) 719238
Concessionary Travel / Bus Passes	bus.passes@forest-heath.gov.uk	(01638) 719754
Council Tax (see Revenues and Benefits)	councilfotax@angliarevenues.gov.uk	(01842) 756567
Democratic Services / Electoral Services	elections@forest-heath.gov.uk	(01638) 719364
Dog Control Service / Stray dogs	es@forest-heath.gov.uk	(01638) 719733
Economic Development	Economic&TourismDevelopmentTeam@Forest-Heath.gov.uk	(01638) 719471
Emergency Planning	david.bird@forest-heath.gov.uk	(01638) 719321
Enforcement - Environmental Services	es@forest-heath.gov.uk	(01638) 719733
Enforcement - Planning	dc@forest-heath.gov.uk	(01638) 719444
Equality and Diversity	consultation@forest-heath.gov.uk	(01638) 719465
Fly-tipping	sort-it@forest-heath.gov.uk	(01638) 719284
Food Safety and Hygiene - Inspections	es@forest-heath.gov.uk	(01638) 719733
Food Safety and Hygiene - Health and Safety Enforcement	es@forest-heath.gov.uk	(01638) 719733
Footpaths/Rights of Way	leisure@forest-heath.gov.uk	(01638) 719214
Graffiti and Fly-posting	sort-it@forest-heath.gov.uk	(01638) 719284
Grounds Maintenance and Landscaping	countryside@forest-heath.gov.uk	(01638) 719206
Health Improvement	healthimprovement@forest-heath.gov.uk	(01638) 719246
Health and Safety - Infectious Diseases	es@forest-heath.gov.uk	(01638) 719733
Health and Safety at Work	es@forest-heath.gov.uk	(01638) 719733
Home Energy Conservation	es@forest-heath.gov.uk	(01638) 719733
Housing - Private Sector Housing	es@forest-heath.gov.uk	(01638) 719733
Housing - Strategic Housing and Housing Options	housing@forest-heath.gov.uk	(01638) 719345
Industrial Units	property@forest-heath.gov.uk	(01638) 719472
Licensing - General	es@forest-heath.gov.uk	(01638) 719733
Licensing – Houses in Multiple Occupation	es@forest-heath.gov.uk	(01638) 719773
Licensing - Exotic, Dangerous or Wild Animal	es@forest-heath.gov.uk	(01638) 719733
Litter	sort-it@forest-heath.gov.uk	(01638) 719284
Pest Control	es@forest-heath.gov.uk	(01638) 719733
Planning - Building Control	bc@forest-heath.gov.uk	(01638) 719480
Planning - Development Control	dc@forest-heath.gov.uk	(01638) 719480
Planning - Forward Planning	fp@forest-heath.gov.uk	(01638) 719260
Planning - Land Charges	lc@forest-heath.gov.uk	(01638) 719480
Procurement	keith.sparrow@forest-heath.gov.uk	(01638) 719331
Public Toilets - Cleanliness	sort-it@forest-heath.gov.uk	(01638) 719283
Public Toilets - Building	property @forest-heath.gov.uk	(01638) 719000
Recruitment	recruit@forest-heath.gov.uk	(01638) 719322
Recycling: Bring Sites	sort-it @forest-heath.gov.uk	(01638) 719284
Revenues and Benefits	benefitenquiries@angliarevenues.gov.uk	(0800) 163030
Sports and Leisure - Countryside and Open Spaces	countryside@forest-heath.gov.uk	(01638) 719287
Sports and Leisure - Leisure Sites	leisure@forest-heath.gov.uk	(01638) 719287
Sports and Leisure - Play and Informal Recreation	play@forest-heath.gov.uk	(01638) 719206
Street Cleaning - Litter	sort-it@forest-heath.gov.uk	(01638) 719284
Street Signs	property@forest-heath.gov.uk	(01638) 719349
Tourism	Economic&TourismDevelopmentTeam@Forest-Heath.gov.uk	(01638) 719466
Tourist Information Centre	tic.newmarket@forest-heath.gov.uk	(01638) 667200
Trade Waste	sort-it@forest-heath.gov.uk	(01638) 719284
Vandalism		(01638) 719000
Waste Services	sort-it@forest-heath.gov.uk	(01638) 719284
Youth Services	youth@forest-heath.gov.uk	(01638) 719788
Other	info@forest-heath.gov.uk	(01638) 719000

Stage 2

If you have been unable to resolve the matter with the service provider, you can raise a formal 'complaint' with the Head of Service:

Service area	Email address
Community Development	Head_of_Community@Forest-Heath.gov.uk
Corporate Development	Head_of_Corporate_Development@Forest-Heath.gov.uk
Environmental Services	Head_of_Environmental@Forest-Heath.gov.uk
Finance, ICT and Internal Audit	Head_of_Finance_ICT_InternalAudit@Forest-Heath.gov.uk
Human Resources and Corporate Support Services	Head_of_Human_Resources@Forest-Heath.gov.uk
Planning	Head_of_Planning@Forest-Heath.gov.uk

Stage 3

If your complaint is unresolved, or you are dissatisfied with the outcome of the communication with the Head of Service, you should refer the matter to the Chief Executive, who will decide how best to investigate the matter.

Stage 4

If your complaint is unresolved, or you are dissatisfied with the outcome of the investigation of your complaint, you can refer the matter to the Local Government Ombudsman.The Local Government Ombudsman can be contacted at the following address:

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Email:	advice@lgo.org.uk
Telephone:	0845 602 1983 024 7682 1960
Fax:	024 7682 0001

You can also follow this link to the Local Government Ombudsmen's website for more information about their service.

Forest Heath District Council District Offices, College Heath Road, Mildenhall. Suffolk IP28 7EY Tel: +44(0)1638 719000