Compliments and Complaints

Update to our complaints policy

From 1 November 2022, the Council will be processing complaints in-line with a new two stage policy. The full details on the new process are below. If you have raised a complaint before 5pm on 31 October, your complaint will be processed in-line with the previous three stage policy.

Help us to improve our services

We are committed to providing excellent customer service and we welcome all feedback from our customers. We recognise that sometimes things go wrong. If you are dissatisfied with the level of service you have received, we want to know so we can investigate what’s happened and try to put things right. Your feedback gives us the opportunity to learn and improve our services.

If you are telling us about something for the first time, such as a missed bin, fly tipping or a repair to your Council property we may progress these as a request for service. If this is the case, we’ll let you know and tell you what happens next.

Housing Ombudsman complaint handling requirements

We have recently carried out a self-assessment to ensure our complaint handling meets the requirements of the Housing Ombudsman. The assessment can be downloaded below.