Complaining about council services

If you are unhappy with our services please tell us. We want to know so we can try to put things right.

If your complaint is about a missed collection, the quickest way to report it is to sign in to MyAccount. Your report will go directly to our waste contractor.

You can also use MyAccount to let us know about other waste issues, such as the conduct of waste crews or bins not being replaced correctly, by filling out the waste complaints and enquiries form.

sign in to MyAccount

Stage 1 complaints

When you are unhappy with our services you can make a complaint. The service will investigate your complaint and aim to reply within 10 working days. You will be told when a reply will take more than 10 working days and given a date to expect a reply.

make a stage 1 complaint

Stage 2 complaints

If you are unhappy with the outcome of your stage 1 complaint, you can ask our Chief Executive, Mike Jackson, to investigate. He will aim to reply within 17 working days. A service must have had the opportunity to respond to your complaint before advancing to a stage 2 investigation.

make a stage 2 complaint

Stage 3 complaints

If you are not satisfied with the response from our Chief Executive you can send your complaint to the Local Government Ombudsman. Before referring to the Local Government Ombudsman you must have been through the first two stages in our complaints procedure.

Violent and aggressive behaviour

We will treat you politely and with respect. We expect you to treat us in the same way. We will not tolerate:

  • abusive, intimidating or threatening behaviour
  • swearing and offensive language
  • shouting on the phone
  • racial abuse
  • any form of discrimination