We know that dealing with Havant Borough Council over beach-hut matters can sometimes be frustrating and complicated. HIBHA is here to support and represent all Hayling Island beach-hut licence holders, but there may also be occasions when you need to make an individual complaint.
Although HIBHA continues to raise shared concerns on behalf of its members, several individual complaints about the same issue can sometimes have greater impact than one complaint submitted collectively. They help demonstrate how many people are affected and give the council clear evidence of each person's individual experience.
Complaint Examples
To make the process easier, we have prepared two complaint examples. They are fictitious but provide a clear outline as a template :
- Stage 1 complaint: Use this when making a formal complaint to the council for the first time.
- Stage 2 escalation: Use this if you have received a Stage 1 response but remain dissatisfied with the outcome or with how your complaint was handled.
You can copy and paste the appropriate example into an email or document. Replace the fictitious details with your own facts, ensure your have all your correct information included before sending it.
Try to include:
- a clear explanation of what happened;
- relevant dates and reference numbers;
- details of any previous contact with the council;
- photographs or other supporting evidence, where appropriate;
- an explanation of how the matter has affected you; and
- what you would like the council to do to resolve it.
Send your complaint to:
customer.services@havant.gov.uk
Make Sure You Receive a Complaint Reference Number
It is very important that your correspondence is registered as a formal complaint and that you receive a complaint reference number.
Without a reference number, it may be difficult to confirm that your complaint has been formally recorded or to track its progress. You will also need the reference number if you contact the council again or escalate the matter to Stage 2.
When submitting your complaint, clearly state that it is a Stage 1 formal complaint and ask the council to:
- confirm that it has been registered under its formal complaints procedure;
- acknowledge receipt of the complaint;
- provide you with a complaint reference number; and
- confirm the date by which you should receive a response.
Keep the acknowledgement and reference number safely, together with copies of your complaint, supporting evidence and all subsequent correspondence.
If you do not receive an acknowledgement and reference number, contact the council again and ask it to confirm that your complaint has been formally registered.
Please Copy HIBHA into Your Complaint
If possible, please also copy your complaint to:
hutters@hibha.org
This allows HIBHA to understand which issues members are experiencing, identify recurring problems and consider whether further collective action may be helpful.
We will treat the information you share responsibly. Please tell us if any part of your complaint is particularly sensitive or should not be referred to more widely.
The Stage 1 and Stage 2 templates are available to download below. We welcome feed back on these template examples.
David Lawlor.
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