Feedback, compliments and complaints

Your feedback is very important to us, whether it's a general comment or observation about a service we provide, a compliment about something we've done well or a complaint about something you are not happy with. 

We are committed to listening to your feedback and acting on what we hear, to continually improve the quality of, and access to, the services it provides.  

We will use your views to look at our services and see how we can continue to build on the good aspects and how we can improve those you feel are not as good as they could be.

Feedback, compliments and complaints are part of our Customer Services processes, and the information you give to us is covered by the Customer Services Enquiries Privacy Notice.

Please note that if your complaint is about a data protection matter, this will be referred to the council’s Data Protection Officer.

Customer satisfaction feedback 

As part of providing the best service to you, we use a tool called GovMetric to collect customer satisfaction feedback. Govmetric is specifically aimed at collecting information on your experience with speaking to our customer service team on the phone or using our website. This feedback is very important to us and helps us develop services with you in mind.

You can find out more on our customer satisfaction feedback page.

Taking a complaint further 

Our aim is to resolve all complaints first time. However, occasionally, a complaint may need a formal investigation. If this happens we will tell you who we have asked to look into your concern or complaint. If your concern is straightforward, we will usually ask somebody from the service to look into it and get back to you. If it is more serious, we may escalate it to Senior Management or in certain cases we may appoint an independent investigator.

Response times

We always try to resolve the complaint at the earliest possible opportunity. You should receive an acknowledgement of the complaint within 3 working days and will be notified of the outcome within 10 working days. 

Requesting a review

If you are not satisfied with the outcome of your formal complaint, you can request a review. The review will be conducted by a different Officer or relevant Senior Manager. We will aim to respond to a majority of reviews within 20 working days from receiving your request.

How we use feedback to improve our service

We take your concerns and complaints seriously and try to learn from any mistakes we have made. Our senior management team considers a summary of all complaints quarterly as well as details of any serious complaints. Where there is a need for change, we will develop a plan setting out what we will do, who will do it and when we plan to do it by. We may contact you as part of this process to gain deeper understanding of your experience with us and gain your feedback on any suggested improvements.  

Still not satisfied?

Should you remain dissatisfied after the Council’s internal processes have been completed, you can make a complaint to the relevant Ombudsman: Local Government and Social Care Ombudsman or in respect of Housing/Landlord Services, to the Housing Services Ombudsman.

Please note if your complaint is about Housing / Landlord Services you can refer your complaint to the Housing Ombudsman at any point during your complaint.

View our policies

Roles for the Regulator of Social Housing

To raise any concerns about health and safety in housing or compliance with consumer regulations the following post holders are designated lead officers who will consider and review any queries raised.

  • Health and Safety Lead – Michelle Howard – Director of Housing and Communities and Deputy Chief Executive
  • Health and Safety Deputy – Chris Flannery – Housing Asset Manager

  • Consumer Standards Lead – Alison Bennett – Assistant Director of Housing Management
  • Consumer Standards Deputy – Doug Stother – Tenancy Services Manager

There is more information about these roles here: Housing Revenue Account (HRA) Business Plan 2022-2052 (

To raise any regulatory concerns please use our customer compliment, complaint and feedback form/email address and the complaints team will direct your query to the right officer.

Last updated 20 March 2024
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