Make a complaint about a council service
We work hard to make sure we provide a good service to our residents, but we realise that sometimes things do not work as planned.
If this happens, we want to hear from you so we can put it right and learn from it. The quickest and easiest way for us to do that is for you to report it to us.
What you can report:
- missed bin collection
- fly-tip/dumped rubbish
- council housing repairs
- noise
- antisocial behaviour (ASB)
- potholes and road damage
- park problems
See the report a problem page for the full list of report types.
How to make a complaint
If you have already reported a problem to the correct service and you are unsatisfied with the outcome, you have the option to make a complaint.
The complaint handling code defines a complaint as:
an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals
Some examples of what a complaint may look like:
- we made a mistake in the way we provided a service
- there was a delay in providing a service
- we have not met our service level agreements
- we have not listened to you properly
- we have not met our legal, statutory or regulatory requirements
- we have not delivered against a commitment or promise
- we failed to deliver a service – relating to quality and performance
- our staff were unhelpful or did not conducted themselves correctly
You can make a complaint about a council service using our online complaints form.
Other ways to make a complaint
There is a separate process to:
- make a complaint about adult social care
- make a complaint about children's social care
- make a complaint about a councillor
- make a complaint about housing
- appeal or report something
You can also make a suggestion or give a compliment.
If you're making a complaint on behalf of someone else
If you are making a complaint on behalf of someone else, we need their written consent. Please ask the person on whose behalf you are complaining to complete the client consent form .
You can then upload the completed consent form when you submit the complaint.