How to make a complaint
We aim to give an excellent service to our customers. If we get things wrong we want to try to put them right and learn from our mistakes. If you have not had a positive experience when dealing with us or our contractors, you can make a complaint. This feedback helps us to improve the services you receive.
You can make a complaint:
- ONLINE
- in person by visiting your local neighbourhood office
- by telephoning our Customer Services team on 0800 783 2399
- by writing to us
- by emailing us
Complaints service standards
We will:
make it easy for you to let us know why you are not happy with the service you have received
acknowledge your complaint within two working days, and respond within 10 working days of the date the complaint was received, or, if this is not possible, within a timescale agreed with you investigate further if you are unhappy with the way we have handled your complaint. We will let you know the outcome of the investigation within 10 working days.
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