Corporate Complaints Policy - January 2026

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. A service request is defined as:

"A request that the organisation provides or improves a service, fixes a problem or reconsiders a decision".

We will record, monitor and regularly review our handling of service requests and aim to resolve these through our normal service delivery processes. If you are unhappy with our response to a service request, or if the issue persists after you have received a response, you can ask that the issue be considered as a complaint, even if the handling of the service request remains ongoing. Our efforts to address your service request will not stop if you raise the matter as a complaint.

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:

• Report a missed bin or green waste 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
• Planning applications

The following services do require you to have a My Council account:

• Information on Blue Badge parking permits

If you can't find what you need on our website, contact Customer Services.