Complaints and feedback about council services

We aim to deliver high quality services with you, the customer, at the heart of everything we do. However, we recognise that sometimes we may not meet the standards we set ourselves and that you expect. We welcome your feedback so that we can learn and improve.

Complain about a particular service

Some services have a separate complaints procedure. You can complain directly about:

Before making a complaint

If you are telling us about something, such as a pothole, please give us the opportunity to correct things before logging a complaint by visiting our Report a Problem page.

If your bins have been missed you can easily tell us about a missed collection.

Comment, Compliment or Complain

Comment - let us know your thoughts and if we can improve

Compliment - what we’re getting right

Complain - what we’re getting wrong and how to make it right

Our complaints procedure

There are 2 stages to our complaints procedure:

Stage 1

We register your complaint and pass it to a member of staff from the relevant service area to investigate. They may contact you to talk about your complaint in more detail and will try to solve your problem in a maximum of 30 working days.

If you’re unhappy with the result of stage 1 please contact us by email at or call 0121 704 8005 within 20 working days of our response, explaining why you are still unhappy and what you would like to happen.

Stage 2

We'll ask the service areas Head of Service to look at your complaint again and check we've done everything we can to try to solve your problem. We aim to reply within 10 working days however when a complaint is more complex this can be extended to 20 working days.

If you are still unhappy you can contact the Local Government and Social Care Ombudsman.

Other ways to get in touch

You can also comment, compliment or complain by:

Complaints survey

If you have recently submitted a complaint we'd be grateful if you could please complete our satisfaction survey.

Please note that the survey is purely to review the service we currently offer and should not be used to make a complaint.

Complaints satisfaction survey