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Complaints

Before you make a complaint about STG Building Control  service delivery

STG are committed to providing you with a courteous and efficient service. Our complaints process is for anyone who wants to complain about a service they have received from STG.

If you make a complaint we will investigate and let you know the outcome.  We will be fair and we will try to put things right if we have made a mistake. 

Our complaints process has 2 stages:

  • Stage 1 complaints
  • Stage 2 complaints

 

Your feedback

We are committed to providing an excellent service to all our customers.  However, there may be times when you feel unhappy with the service we have provided.  Your feedback is very important to us. Knowing what you think or want helps us improve our service.

Email your feedback to building@stgbc.org.uk 

 

What cannot be looked at under out complaints procedure

You cannot use our complaints procedure to tell us about:

  • Service requests
  • Requests for information
  • Service delivery provided by a private building control provider (Registered Building Control Approver)

 

Stage One

STG as the local authority building control provider for (Canterbury City Council, Gravesham Borough Council, Medway Council and Swale Borough Council) will investigate the complaint and will make every effort to get the matter sorted at stage one.   

We aim to acknowledge any complaint we receive within 3 working days of receiving it.  And we aim to get back to you within 10 working days with a full written response.  In some instances it may be necessary to make a prolonged investigation, if this should take longer than 10 working days we will contact you to advise you of why and when you can expect a full response.

If your property is in:

 

Stage Two

If it has not been possible to get something done at stage one you have the right to have your complaint reviewed following the stage two complaints procedure of the local authority in which your complaint resides.

Gravesham Borough Council
You have the right to appeal the decision with the Director of STG.

 

Canterbury City Council
You can ask the Head of Planning, Simon Thomas, at Canterbury City Council for an internal review.  They will examine your complaint, look at how it was handled by our staff, the procedures followed and the reply given.  They will then write to you with the conclusions. 

Full details and to apply online can be found at Canterbury City Council - Complaints.

 

Medway Council
You will receive an acknowledgement from Medway Councils Customer Relations Team who will work with the Director of STG to investigate and resolve your complaint.

Full details and to apply can be found at Medway Council - Stage 2 Complaint


Swale Borough Council
You can complain to the Chief Executive at Swale Borough Council by email at chiefexecutive@swale.gov.uk

 

What to do if you are still not satisfied

We hope that our complaints procedure will help sort out quickly and successfully any problems you may have with the way our service was provided.  However, if you are still not satisfied with the way your complaint has been handled, or the conclusions reached, you can take your complaint to the Local Government Ombudsman.

The Local Government Ombudsman is a free independent national service which investigates complaints against councils.  You can complain to the Ombudsman at any time but they will expect you to have tried to resolve matters through our internal procedures first.   Details can be found on the LGO's website.

If you wish to raise a concern, you may also submit a complaint directly to the Building Safety Regulator (BSR). For full details on their complaint procedure, please visit the official BSR guidance page.