Let us know your views about the council's complaints procedure We would like your views on how we investigated your complaint and how we can make our procedure better. We recognise and value all of the people in Lambeth and want to make sure that they can all use the complaints system. The information gathered will be treated in the strictest confidence.

Q1 How satisfied or dissatisfied were you with the outcome to your complaint? (Please click in one circle only)   Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q2 What is the reason for how satisfied or dissatisfied were you with the outcome to your complaint?

Q3 How satisfied or dissatisfied were you with the way the council handled your complaint? (Please click in one circle only)   Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Q4 What, if anything, was good about how the council handled your complaint? (Please click in as many boxes as apply)   The outcome Quick reply Accurate reply An apology Plain English in the reply Helpful staff Other   If other (please specify)

Q5 What, if anything, was not good about how the council handled your complaint? (Please click in as many boxes as apply)   The outcome Late reply Inaccurate reply No apology Poor use of language in reply Unhelpful staff Did not keep promises Other   If other (please specify)

Q6 Where did you find information about how to make complaint? (Please click in as many boxes as apply)   A-Z of council services Councillor Posters Council magazine Member of the council's staff Council web page Complaints leaflet Library Brixton Customer Centre (Brixton Hill) or Lambeth Contact (Streatham High Road) Telephone directory Lambeth Service Centre (telephone, fax, postal and email contact for council Environmental Services, general information enquiries and Housing landlord services) MP Advice agency Other   If other (please specify)

Q7 We are keen to ensure everyone can access the complaints procedure . Did you use any of the following facilities, or would you have used them had they been available? (Please click in one circle for each line)   Used   Would use   Not needed   Help in completing the complaint form?       Translation/Interpreter?       Use of an audio cassette?       Use of Braille facilities?       Use of large prints forms and leaflets?       Use of minicom?       Videophone facility for those with impaired hearing?

Q8 Do you have any suggestions for improvements to the complaints procedure?

About you To help us check that we treat all groups fairly and do not discriminate against you, please answer these questions about yourself. Q9 Are you male or female?   Female Male Q10 How old are you?   Under 18 18 - 30 31 - 60 Over 60 Q11 Do you consider yourself to have a disability?   Yes No

Q12 How would you describe your ethnic group? (Please click in one circle only)   White - British   Asian or Asian British - Pakistani White - Irish   Asian or Asian British - Bangladeshi White - other White background please specify below   Asian or Asian British - other Asian background please specify below Mixed - White and Black Caribbean   Black or Black British - Caribbean Mixed - White and Black African   Black or Black British - African Mixed - White and Asian   Black or Black British - other Black background please specify below Mixed - other mixed background please specify below   Chinese or other ethnic background - Chinese Asian or Asian British - Indian   Chinese or other ethnic background  - any other background please specify below   If other please specify

Q13 What is the reference number (if known) of the complaint you were thinking about when answering the questions in this survey? Thank you very much for taking the time to complete this survey - we value your views Now click on the SUBMIT button to submit your completed questionnaire to the council