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Customer feedback and complaints

We value feedback from our residents about the services we provide as well as those that are provided on our behalf. Our aim is to resolve any matters of dissatisfaction at the earliest opportunity and to learn from feedback whether positive or less so. From 2 January 2026, our corporate complaints process changed to meet the Local Government and Social Care Ombudsman's new Complaint Handling Code. You can find a copy of the code on the Ombudsman's website.

If you've received a good service from one of our officers or if you think we could have done things better, we want to hear from you. You can raise a complaint in any way, with any officer. All our officers are aware of the complaints process and can pass details of your complaint to the appropriate person.

You can submit positive feedback, a comment (such as a suggestion or general feedback) or make a complaint by completing our online form.

Submit a customer feedback or complaints form

Alternatively, you can email foiandcomplaints@stockton.gov.uk or telephone on 01642 527521 between 9am to 4pm, Monday to Friday. You can write to us at: Information Governance Team, Corporate Services, Stockton-on-Tees Borough Council, Dunedin House, Columbia Drive, Thornaby, Stockton-on-Tees, TS17 6BJ.

We will make reasonable adjustments for those who may need to access the complaints process. For more information about the process for submitting positive feedback, comments, or complaints, please see our Corporate Complaints Policy.

Service requests

Service requests are not complaints but may contain expressions of dissatisfaction. Our aim is to resolve matters before they become a complaint, and we welcome the opportunity to deal with a service request before a complaint is made.

You can use your 'My Council' account to request a service online or to track progress of existing requests. By signing up to your 'My Council' account, you can also request to subscribe to the Council's monthly newsletter, keeping you up to date with the latest Council developments.

Log in or create a My Council account

You can request some services without creating an account including:

  • reporting a missed bin or recycling collection
  • report a problem with a road, path or street light
  • apply for or renew an older person's bus pass
  • contact us about Council Tax
  • pest control
  • comment on a planning application or raise a planning enforcement matter
  • apply for a Blue Badge parking permit or appeal a decision

If you can't find what you need on our website, contact customer services.

Make a complaint

Complaints about other services

Some complaints about children's services, adult social care and public health are not covered by the corporate complaints process. We have separate processes for handling complaints that fall within those areas, and we will tell you which process applies when we share the complaints with you.

Find more information about the:

Complaints about a contractor of a service if you have a complaint to make regarding a service which is delivered on behalf of the Council by a contractor or third-party provider, in most circumstances, if they have their own complaints procedure, the Council would welcome the opportunity for them to put it right.

If however, you feel that you are unable to discuss the matter with the contractor or have not received a response from them, the Council will consider whether your complaint is appropriate to be considered under this procedure. You will be advised directly of the Council's consideration of the best course of action.

Support to make your complaint

If you want to share your views with the Council about a service we provide, but need some support to do this, you can ask someone to act as your 'advocate'. An advocate is someone who can support you to express your views and wishes and can help you to raise a concern or make a complaint. They can contact the Council on your behalf if you agree to them doing so. The Council will only discuss your concerns with an advocate after you have given your consent for us to do so.

An advocate's role is to listen to your views and concerns and help you to explore your options. They can provide information to help you make an informed decision, accompany you to meetings and contact us on your behalf. An advocate should not give their opinion, try to make decisions for you or make judgements about you. 

Professional advocacy services can be accessed through some organisations and charities. Friends, family and carers can also act as an advocate.

Below are the details of some advocacy services that are available:

Legal proceedings

Any "Letter Before Action" or legal proceedings should be addressed to Legal Services and served at the Council's main office:

Stockton-on-Tees Borough Council, Dunedin House, Columbia Drive, Thornaby, Stockton-on-Tees, TS17 6BJ 

We do not accept such communication by email.

Unhappy with the Councils handling of your complaint?

Should you be unhappy with the way the Council has dealt with your complaint you can contact the Local Government and Social Care Ombudsman.

The Local Government and Social Care Ombudsman looks at individual complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care. There are some limits on what the Ombudsman can look at. For example, the Ombudsman may not consider your complaint if they believe you have not been significantly personally affected by the issue you are raising, or if you have a right of appeal to a court or tribunal. The contact details for the Ombudsman are on the Local Government and Social Care Ombudsman website or you can call 0300 061 0614.

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