Town Council launches new ‘complaints’ system

Welshpool Town Council has adopted a revised Complaints, Comments and Compliments Policy and launched a new online 'Report It' form, making it easier than ever for residents, businesses and visitors to raise concerns or compliments about Council services and assets.

The updated policy provides a clear and transparent framework for how the Council handles complaints, comments and compliments. It sets out defined timescales for acknowledgement and response, clarifies what falls within the Council’s remit, and explains how matters can be escalated if required.

They say that the aim is to ensure a fair, consistent and accountable approach to feedback, while supporting continuous improvement across all services.

Alongside the Policy, the Council has introduced a new online reporting system, accessible via the Council’s website.

The introduction of the system marks a further step in the Council’s ongoing digital transformation programme, which hopes to improve transparency, responsiveness and accountability.

Richard Williams, Town Clerk said: “We want residents and service users to feel confident that when they raise an issue, it is taken seriously and dealt with properly.

“The adoption of the revised Policy and the launch of our new ‘Report It’ service and form provide a consistent route for feedback and ensure that concerns are logged, tracked and responded to in line with defined standards.”

The Council encourages anyone who identifies a problem relating to our services or facilities to use the online form in the first instance. Alternatively, reports can still be made by email, post, telephone or in person at the Town Council Offices in Vicarage Gardens.

For further information about the Policy or to submit a report, visit https://beta.welshpooltowncouncil.gov.uk/services/report-it