How to make a complaint

We always try to give our customers the best possible service, We want our residents to be satisfied with our services and welcome your feedback and use this information to learn and improve for the future.

What is a service request?

Before submitting a complaint, we ask that you let us know if there is an issue we need to put right. This is known as a service request. If you would like to report something to us, here are a few of our top tasks:

You can view a full list of our online forms.

A service request is not a complaint.

What is a complaint?

A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action. If you have reported an issue to us and you do not think we have taken appropriate action or responded in a suitable way, you can make a complaint to let us know what you think has gone wrong. If you would like to make a formal complaint there are two stages.

Stage 1 - Making a formal complaint to the service area

The first stage will go to the service area where they will launch an investigation and decide on the most appropriate course of action.

Before you fill in this form

You won't be able to save this form to complete later, so please allow yourself five minutes to fill in the form.

We aim to acknowledge your complaint within five working days and the relevant service manager will then respond to your complaint within 10 working days.

If your complaint is very complicated, we may need more time, but we'll let you know if this is the case.

For complaints about children's services, if the complaint relates to a specific child, please include their name and date of birth in your complaint.

Make a complaint

Some complaints about children's services will fall within the statutory process under the Children Act 1989. Your acknowledgement will tell you whether your complaint falls within the Statutory or Corporate process.

Please note individual schools have their own complaints process which can be found on their websites or by contacting the school.

More information on the complaints procedure:

Escalating to Stage 2