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, sometimes we may not meet the standards we set ourselves and that you expect.

Complain about a particular service

Some services have a separate complaints procedure:

Comment, Compliment or Complain

We welcome your feedback so that we can learn and improve.

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

Complaints procedure and strategies

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.

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.

The Local Government and Social Care Ombudsman (LGSCO) investigates complaints about local authorities and is independent of the Council. 

If you remain dissatisfied after completing the Council’s complaints procedure, you can contact the LGSCO. 

The LGSCO encourages local settlement of complaints wherever possible.

They can be contacted at

Complaints survey

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

Complaints satisfaction survey