Coronavirus (COVID-19) update

We are regularly assessing the impact of COVID-19 on our ability to continue to deliver our services, while at the same time protecting our colleagues. We have been reviewing the developments and Government announcements on a daily basis and have closely followed the advice issued by Public Health England. The daily government briefings now reflect the rapidly changing situation and advice for businesses and we are acting on that.

As a result, there will now be some interruption to our customers making new complaints. We are temporarily not accepting any new complaints or feedback unless we consider it to be of a critical nature, effective from Monday 23 March.

This means, during this time, we are only investigating complaints where we feel the concerns are critical. Where we do not consider your concerns are critical we will advise you we will not investigate. If you already have a registered complaint with us, this will still be investigated, however please be aware the time frame to complete this investigation may be extended and our ability to progress cases may be limited. Please note there may also be a delay in us responding to your contact during this time.

This is only a temporary suspension and we hope this service can be reinstated as soon as possible. You will be able to raise your feedback with us again in the near future. Please refer to this webpage for the most up to date information.

We recognise the rapidly evolving situation is causing uncertainty and we appreciate your support and understanding at this challenging time as we endeavour to maintain services while protecting our staff and customers. 

Feedback and complaints

We are focused on delivering the best for our customers and have an aim to establish a reputation as an organisation that delivers excellent service and is truly customer focused.

We welcome your feedback. Sometimes things do go wrong and if this happens, we need you to tell us so we can try and put it rights. We will do this by following our complaints procedure.

We encourage your suggestions and comments as these can help us improve our services and drive positive changes.

We also want to know when our staff have exceeded your expectations. Your compliments will be passed on to ensure our staff member or team are recognised.

To provide feedback or make a complaint, please fill in the online form below.

Give us your feedback

Alternatively, you can provide feedback to us through the following ways:

We can provide leaflets and forms in alternative languages or formats.

We aim to acknowledge receipt of your feedback within three working days.

What falls outside of our complaint procedure?

We are unable to take anonymous feedback and we have a separate process for appeals against certain council decisions, for example parking fines, planning or benefit decisions or complaints against a councillor.