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.

Stage 1 – make a complaint

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.

Waste complaints

If you’re letting us know you have had a missed collection please use our missed collection form. Missed collections need to be reported no later than one day after your scheduled collection day. Your report is logged directly with our contractor so they can return within 48 hours.

reporting missed collections

If you want to make a complaint about our waste and recycling service use our online complaints form:

make a waste complaint

Environmental, benefits, Council Tax and business rates complaints

We are introducing a new online complaints system. At the moment you can use it to complain about environmental issues and benefits but we’ll be adding more services to it over the next few months.

You can use our new complaints system to complain about:

  • environmental protection, licensing and other environmental services
  • benefits
  • Council Tax
  • business rates
complain about an environmental or benefits service

Complaints about other council services

For all other complaints about council services use our online complaints form.

complain about other council services

Stage 2 – ask our chief executive to investigate

If you are unhappy with the outcome of your stage 1 complaint, you can ask our chief executive, Helen Bailey, to investigate. She 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 – contact the Ombudsman

If you are not satisfied with the response from our chief executive you can send your complaint to the Local Government and Social Care Ombudsman. Before referring to the Ombudsman, you must have been through the first two stages in our complaints procedure.