Make a complaint
Have you ever felt unhappy or dissatisfied with a service you've received from us? Unfortunately, there are times when things go wrong, and as part of our commitment to high-quality services we are making sure that we listen to your complaints.
We define a complaint as 'An expression of dissatisfaction about a council service (whether that service is provided directly by the council or by a contractor or partner) that requires a response.'
All complaints are important to us because they tell us what you think of our services. We know there is always room to improve and so we want to make every effort to put things right as quickly as possible.
Other concerns about our services
Not all concerns are handled as ‘complaints’, for example a faulty streetlight, graffiti, an abandoned car or a missed bin collection are faults or service requests and are handled quickly outside of the complaints process.
Antisocial behaviour should be reported to the police or your housing association. There is a separate procedure for reporting antisocial behaviour on a council estate. Visit our antisocial behaviour reporting page for more information.
The complaints procedure for care services, schools and Councillors are different to the rest of the Council. Please use the following links:
How to make a complaint
To make a complaint, follow the stages below.
We will normally only consider complaints about things which happened in the past 12 months. However, in some cases we may be able to consider complains outside of this period.
You can make a complaint online.
In all cases we aim to acknowledge your complaint within 2 working days at both Stage 1 and Stage 2.
Stage 1 - Investigation
- We aim to send you a response within 20 working days - if we cannot reply within this time, we will let you know the reason why
- We will tell you who is dealing with your complaint and when you can expect to get a response
- A service manager will investigate your Stage 1 complaint
- If you are not happy with our response, we will listen to your concerns
If you are not satisfied with our Stage 1 response you should contact the person named in your Stage 1. You have 20 working days to escalate your complaint to Stage 2.
Stage 2 - Review
- We aim to send you a response to Stage 2 within 15 working days - if we cannot reply within this time, we will let you know why, and when you can expect to get a response
- The Chief Executive will review our response at Stage 1, and then write to you with the decision for Stage 2. You will be provided with information at the end of the Stage 2 about your rights to take the issue to the Local Government and Social Care Ombudsman or to the Housing Ombudsman Service.
Complain to the Ombudsman
We will try our best to resolve your problem, but if you are still unhappy you can complain to the Local Government and Social Care Ombudsman or the Housing Ombudsman depending on the service the complaint refers to.
They are independent services, and can investigate to see if a local authority has acted unfairly or if you have been caused an injustice.
You can contact either Ombudsman service at any time, but you will normally be asked to complete both stages of our complaints procedure first.
The Local Government and Social Care Ombudsman
PO Box 4771
Telephone: 0300 061 0614 Monday to Friday 10am to 4pm (except public holidays)
Housing Ombudsman Service
PO Box 152
Telephone: 0300 111 3000