The Complaints Procedure
A complaint can only be made by the owner or occupier of domestic premises (not commercial). The complaint passes with the land, not the owner, therefore if the property is sold, the complaint still stands and is passed on to the next buyer.
The complainant must try to resolve the matter first, and we can refuse to deal with the complaint until then. A complaint won't be recognised unless some attempt has been made to resolve the issue.
Note: Frivolous or vexatious complaints will not be recognised.
There is no statutory period for dealing with a complaint.
The fee for each application will be £380.27. The fee does not depend on whether the complaint is upheld - i.e. if action is deemed necessary and the complainant 'wins' there is no provision for refund of the fee.
A reduced fee of £277.00 will apply to complaints made by residents who are:
- registed disabled
- retired, aged over 65 and claiming the State pension
- unemployed and claiming benefits
- claiming benefits
This represents a reduction of approximately 30%.
A full refund of the fee paid will be made in the event that the complaint is invalid and the complainant fails to provide the information/documentation required to validate it within 21 days of being formally notified.
A refund of £250 (£175 to concessions) will be made in the following circumstances:
- If the matter is resolved (ie. the height of the subject hedge is reduced to an acceptable level) prior to any site inspection by Council officers
- If the complaint is withdrawn by the complainant prior to any site inspections by Council officers. This represents a refund of approximately 75% of the fee paid