Overview
Reporting something for the first time
Before you make a complaint, we do ask you to first tell us about the problem so we can try to resolve it.
If you are reporting something new to us for the first time, such as a missed bin collection, a repair needed in your council home or a noise complaint, the quickest and easiest way for us to resolve it is via the following links:
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.
Appeal a decision
There is a separate process to:
- appeal a parking ticket
- appeal a Council Tax Reduction decision
- appeal a Housing Benefit decision
- appeal a planning decision
- request a housing register review
How to make a complaint
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 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 types of complaints
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
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.