Complaining about council services

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

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, 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 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 and Social Care Ombudsman you must have been through the first two stages in our complaints procedure.