Comments, Compliments, Feedback, Complaints Policy
- About ENVECO
- ENVECO Customer Feedback
- Initial Requests for Service/First Reports of Defect
- The stages of the ENVECO complaints process
- Stage 1
- Stage 2
- Stage 3: Review/Appeal of Decision
- The Final Stage: Local Government and Social Care Ombudsman
ENVECO North West Environmental Services is a Blackpool Council company created in 2019. Delivering Blackpool’s household waste kerbside collections, ENVECO comprises of the following frontline, depot delivered services:
- Cleansing (including street litter bins, NEAT, enforcement, beach cleaning, graffiti removal, weed spraying & alley gates)
- HWRC (tip)
- Trade Waste
- Building Cleaning
- Pest Control
- Parks Operations & Grounds Maintenance
ENVECO Customer Feedback
ENVECO follows the same principles as the Council when dealing with customer feedback. The Corporate Customer Feedback Policy can be viewed on the Council Website. There are however slight differences in the stages of dealing with complaints and concerns and the stages of the ENVECO complaint process are summarised below.
Feedback about services delivered by ENVECO can be submitted in the same way as all other Council services.
Initial Requests for Service/First Reports of Defect
The first reports of any defect / incident / fault will always be considered as “business as usual”. Requests for service, including complaints about defects in infrastructure for which the Council has responsibility, are also regarded as routine and are therefore not regarded as complaints. These should be reported via the ‘Report It’ links on the Blackpool Council website or through Customer First. If such requests are received, action of the actual request will be dealt with in accordance with service delivery timescales. The customer will be advised, within 3 working days, if the Council or ENVECO is not responsible for the service delivery. Requests and reports such as this will be logged as a ‘comment’ on the Customer Feedback System.
The stages of the ENVECO complaints process
Local Government and Social Care Ombudsman
- The Local Government and Social Care Ombudsman is an independent body who investigates complaints about councils, all adult social care providers and some other organisations providing local public services. The Ombudsman will usually only investigate complaints when the Council’s own complaint procedure has been exhausted or if there has been advice from the Council to contact the Ombudsman.
The Local Government and Social Care Ombudsman can be contacted in the following ways: