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Sunderland City Council

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Sunderland City Council
Civic Centre
Burdon Road
Sunderland
SR2 7DN

Tel. (0191) 520 5555
Calls may be recorded for quality and training purposes
Sunderland City Council and its partners are committed to providing the best quality services to the residents of Sunderland.

But that doesn't mean that everything always goes to plan. There may be incidents that you are aware of where somebody is letting the side down – and that means they are undermining all the good work that is happening to take the city forward.

As part of this commitment the Council is keen that activity, which falls below these standards, is reported to the Council so that it can be dealt with promptly. 

Complaints about Customer Service

If you have a complaint about council services, then contact the Customer Service Centre on 0191 520 5555, email : customer.services@sunderland.gov.uk  or call into a Customer Service Centre at Grangetown, Hetton, Houghton, Bunny Hill and Civic Centre.

For more information on how to make a formal complaint click on the following link Making a Formal Complaint.

Suspicions of Serious Wrongdoing in the Council

The Council acknowledges that you, as a member of the public, may be the first to realise that there may be something seriously wrong. The serious wrongdoing may relate to financial malpractice (e.g. fraud, theft, corruption), damage to the environment, the Council failing to meet it legal obligations (e.g. discrimination) or activity which may represent a danger to you, Council service users or the public in general (e.g. poor health and safety practice). 

The Council recognises the need to encourage all members of the public with these serious concerns to come forward and voice them.. As a result the Council has in place a Whistle Blowing Policy  (PDF Icon pdf  27kb) which reaffirms this commitment

If you have a serious concern of this nature it is best to put your concern in writing, either by email to customer.services@sunderland.gov.uk  or by post to Customer Service Manager, Civic Centre, Burdon Road, Sunderland, SR2 7DN. You can also speak to the Customer Service Manager on 0191 553 1065. These matters will be dealt with confidentially. 

For more information on how to raise a concern about serious wrongdoing please refer to the Council document  Whistle blowing Policy – Arrangements for the Public (PDF Icon pdf 70kb)  . This document outlines:

a) alternative Council contact details should you, for whatever reason, not wish to contact the Customer Service Manager

b) how to raise a serious concern, e.g. what information to provide

c) the measures in place to reassure you, as a member of the public, when raising a concern, e.g. confidentiality.

d) how the Council will respond to the concern you raise.

e) how the Council will keep you informed, and

f) how you may take the matter further if you are dissatisfied with the Council’s response to the concern you raise.

The Council encourages you to read this document when raising a concern.

Please don’t do nothing
If something is troubling you, which you think the Council should know about, or look into, but you are not sure whether the matter falls under the Council’s Complaints Procedure or the Whistle Blowing Policy please use either. We will make sure your concerns are dealt with appropriately. The important thing is that you raise the matter with the Council and don’t ignore it. 
last updated 08/01/07