Policies, Conduct & Governance
The Board’s role is to provide cost effective internal land drainage, flood protection and flood risk management for both the rural and urban areas within its boundaries, taking into account the interests of local communities, wildlife and conservation, and working closely with lead Flood Authorities, the Environment Agency and other stakeholders.
Some complaints can be dealt with immediately, and we would like to put things right straightaway if possible, rather than involve you in filling out a form and waiting for a response. Your first step if you are not happy with the way we have dealt with you is to go back to the person at the Board who handled the matter in the first place. This can be by telephone, if you so wish.
If you are still not satisfied with the way your complaint has been dealt with, we will adopt a formal procedure in order to investigate it further. Please fill in the attached form setting out what went wrong and what you think the Board should do to put things right. Please provide as much information about your complaint as possible and include reference numbers, dates of correspondence etc.
We will acknowledge your complaint in writing or by phone to confirm that we have understood your concerns correctly. The Clerk will tell you who is dealing with the complaint and how they can be contacted. The person investigating your complaint will be an appropriate senior officer of the Board not involved with the original complaint.
We will investigate your complaint and where possible send a written reply to you within 15 working days of our acknowledgement (which we will send to you within two working days). If the matter requires further investigation, we will tell you the reason for the delay and when a full reply will be sent.
If you are dissatisfied with the result of the formal investigation referred to above, you may ask the Clerk for the matter to be reviewed. This review will be conducted by a Panel selected by the Chairman of the Governance & Probity Committee in consultation with the Head of Governance. Those serving on the Panel will be Members of the Board who have had no previous involvement with the matter.
The Review will normally be undertaken within 15 working days of our receiving your request to review the finding of the appropriate Senior Officer. If however the circumstances require longer, you will be so informed and told of the reason for the delay.
For example it might be maladministration if the Board:
- Made a mistake
- Took too long to do something
- Did not follow its own rules or the law
- Broke its promises
- Treated you unfairly
- Gave you wrong information
- Did not make a decision in the right way – that is, if it
- did not follow the right procedures when making the decision
- did not consider all the relevant information
- wrongly considered relevant information