Resolution: solving problems at work

Sometimes you may have concerns or problems at work covering a wide range of issues, including: 

• conflict with a colleague
• the allocation of work
• the working environment or conditions, opportunities for career development
• the way in which you have been managed

The council’s resolution policy (PDF, 161KB) and the guidance on this page explain how the organisation will support you, whether you’re seeking to resolve a concern informally or raising a formal grievance. This helps to make sure your concerns are heard and addressed fairly, promptly and with sensitivity.

Customer compliments and complaints

Where possible, all customers should be directed to raise their complaints and compliments information on Essex.gov.uk.

The Compliance and Complaints team record, research and source information from the council, partners and external agencies to prepare responses to a wide range of enquiries.

What to do if you have a problem at work

Talk to your manager

If you have a concern or problem at work it's always best to identify your concerns early and talk to your line manager right away. In most cases, you and your line manager will be able to resolve your issues by talking them through and agreeing a solution.

Consider how you could resolve the problem

If your cause for concern is in relation to a conflict situation with a colleague or your manager, you may wish to deal with the issue informally by approaching the other person directly to resolve your concerns proactively between you. 

The Resolving conflict in the workplace self-help guide (PDF, 197KB) will give you some tips and advice on how to approach the situation.

Bullying and harassment

We have a zero tolerance approach to harassment at work. Even if you intend to resolve the matter informally, you should report all incidents of harassment to your manager or report it to People Support on the Assyst portal. This helps us to track and monitor the effectiveness of our actions. 

All concerns raised with People Support will be managed confidentially and with sensitivity. 

Explore mediation

You can talk to the People Support about whether your situation would be suitable for mediation if:

• your attempts to resolve the issue yourself have not been successful
• if you do not feel confident to manage the situation yourself, but you would still prefer to have the matter resolved informally

This involves a structured meeting with the other person and an independent third-party, who will discuss the issues raised by all of those involved and seek to facilitate a resolution. 

Consider seeking independent advice

If you are undecided about how to manage your situation, you may wish to discuss your circumstances with the providers of the council's independent and confidential Employee Assistance Programme.

Raise a formal grievance

If your concern cannot be resolved informally, then you should follow the formal resolution process and submit a grievance. 

The What to expect when raising a grievance guide (PDF, 103KB) will provide you with more information about the formal grievance procedure.

Formal grievance procedure

We hope you and your manager will make every effort to resolve things without using the formal procedure. However, if the concern does remain unresolved the formal grievance procedure can be used.

The formal grievance process has the following steps:

1. Complete the grievance form (DOCX, 62KB) and send it to your manager. If you're not comfortable doing this you should send the form to your manager's manager or People Support.
2. A manager will be appointed to look into your grievance
3. You will be invited to a grievance meeting with the manager to discuss your concerns.
4. The manager will complete their investigation.
5. You will be advised of the outcome.
6. You will have the opportunity to appeal the outcome using the appeal form (DOCX, 78KB).

The People Support team should be contacted using the online Assyst portal. Where this is not possible, you can email them at people.support@essex.gov.uk​ or call them on 033301 35888

Informal resolution how to guides 

• Resolving Conflict in the Workplace self-help guide (PDF, 155KB)

Formal grievance how to guides

• W​hat to expect when raising a grievance guide - guide for employees (PDF, 102KB)
• How to deal with a grievance - guide for managers (PDF, 102KB)
• Guide for when a grievance has been raised against you – guide for employees (PDF, 83KB)
• How to conduct an appeal – guide for managers (PDF, 81.9KB)

Formal process letter templates for line managers 

• Acknowledgement of a grievance (DOCX, 69KB)
• Invite to grievance meeting - employee (DOC, 69KB)
• Invite to grievance meeting - other party (DOCX, 69KB)
• Invite to grievance meeting - witness (DOCX, 70KB)
• Reschedule of grievance meeting (DOCX, 68KB)
• Acknowledgement of appeal (DOCX, 68KB)
• Invite to appeal (DOCX, 68KB)

Outcome letters are available from People Support.