Complaints and Compliments

Our staff and contractors work alongside residents every day to deliver high-quality services and support thriving communities. We know that sometimes things don't go as planned, and there may be occasions when you are unhappy with the service you have received.

When something has gone wrong, we want to hear from you. Your feedback gives us the opportunity to understand what has happened, put things right and make sure we learn from your experience.

We are committed to listening to residents, being open about what we can do, and continually improving the way we deliver our services. Where we have made a mistake, we will acknowledge this and work with you to find a resolution.

Is this the first time you are reporting the issue?

If you are reporting an issue for the first time, we need an opportunity to resolve it before making a formal complaint.

You can use the relevant 'Report It' option which means your issue can be directed to the right team and we can start working on it as quickly as possible.

If we have had the opportunity to resolve the issue and you remain unhappy, you can then make a formal complaint using the complaint form below.

Our approach to complaint timescales

At Stage 1, we will acknowledge your complaint within 5 working days of receiving it and provide a full response within 10 working days of acknowledging your complaint.

If you are unhappy with our Stage 1 response, you can request to have it reviewed at Stage 2. We will acknowledge your request within 5 working days and provide a final response within 10 working days of acknowledging your complaint.

In some circumstances, we may need additional time to fully investigate a complaint. If this is the case, we will explain the reason for the extension and provide you with a revised date for our response.

Compliments

If you've received a service that has made a difference, or a member of our staff or one of our contractors has gone the extra mile, please let us know. Your feedback helps us understand what works well and recognise the people who are making a positive difference to residents and communities.

We welcome all feedback, including thank-you's and compliments about our services, staff and contractors. We'll make sure your feedback reaches the right people, so they know when their work has been appreciated.