Complaints and feedback about council services
New complaint handling code starts 1 April 2025
The Local Government and Social Care Ombudsman (LGSCO) have introduced a new Complaint Handling Code.
We will be implementing the code from Tuesday 1 April 2025 and the LGSCO will be reporting on it from April 2026.
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.
Some services have a separate complaints procedure:
Insurance claims
It can take up to 90 days for us to investigate an insurance claim once you have provided all requested information.
Please consider this timescale before logging a complaint. We appreciate your patience.
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
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 20 working days.
If you’re unhappy with the result of stage 1 please contact us by email at connectcc@solihull.gov.uk 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 area's Head of Service or Senior Officer 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 20 working days however when a complaint is more complex this can be extended to 40 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 www.lgo.org.uk.
We are currently reviewing the latest version of our complaints policy following changes introduced by the LGSCO.
You can find the full list of housing policies at the Solihull Community Housing website.
If you have recently submitted a complaint, we'd be grateful if you could please complete our satisfaction survey.