How we handle service requests and complaints - Frequently asked questions
This guide explains how reports and complaints are handled and helps manage expectations.
What is the difference between a service request and a complaint?
- A service request is when you ask the Council to take operational action, such as reporting a pothole, missed bin, street cleansing issue, flooding or drainage problem. Service requests are logged and dealt with in order of priority in line with the relevant service’s procedures.
- A complaint is an expression of dissatisfaction about how the Council has handled a matter after it has had a reasonable opportunity to respond or act.
I’ve reported a problem. Is that a complaint?
Usually, no. Reporting an issue allows the Council to log it and arrange action. A service request does not automatically require a response or progress updates.
When does a service request become a complaint?
A service request does not automatically become a complaint.
The Council will consider whether a matter should be treated as a complaint where:
- it relates to how a service request has been handled
- the Council has had a reasonable opportunity to act, and
- there is evidence of a service failure, unreasonable delay or failure to follow published processes.
- Repeated reports, requests for updates or dissatisfaction with operational priorities will not normally be treated as complaints.
Why hasn’t the Council replied to my service request?
Many service requests are logged and prioritised for operational action to be completed within agreed timescales set out by the service responsible. Not all service requests generate individual responses or progress updates. The absence of a response does not necessarily mean that no action is being taken.
Why does my “report it” or service request record show as completed when the issue hasn’t been resolved?
The contact centre will mark their record log as “completed” to show that your request has been passed to the appropriate service for actioning. Please be assured your request will remain open and active with the service itself until the necessary work has been carried out.
Do repeated reports change a service request into a complaint?
No. Repeated reports of the same issue do not, themselves, change a service request into a complaint.
Can I raise concerns about issues that don’t directly affect me?
The Council receives concerns about issues across the district. In deciding whether a matter should be treated as a formal complaint, the Council will consider whether there is a direct personal impact or a wider public interest that justifies investigation.
Where this is not the case, the issue may be treated as a service request, report or expression of concern rather than a complaint.
I don’t agree with a Council decision. Can I complain?
Disagreeing with a decision does not, by itself, make it a complaint. The complaints process considers whether the decision-making process was carried out properly. It cannot change a decision or the outcome where a lawful or policy process exists.
What if there is another appeal or review process?
Some Council decisions have their own statutory appeal or review routes, such as planning, benefits or licensing. Where this applies, the complaints process cannot be used to challenge the decision itself. You may still raise concerns about how the process was carried out.
What if my concern relates to staff behaviour or conduct?
Concerns about staff behaviour will be considered under the complaints process where appropriate. Some matters may also be managed through internal staffing procedures. The Council will decide the most appropriate route and explain this where relevant. Confidentiality will apply to any matters managed through internal staffing procedures and the details will not be shared with any third parties.
What if someone behaves unreasonably when making contact?
The Council expects any customer contact to be respectful. Where behaviour becomes unreasonable, abusive or persistent, communication may be managed under a separate policy. This does not prevent issues from being considered.
Can someone contact the Council on my behalf?
Yes. A representative may contact the Council on your behalf with appropriate written consent. We may need to check that they have your authority to act and verify identity before sharing information or taking action. How we manage this will depend on the circumstances and nature of the issue.
Can professionals or other organisations raise a complaint?
The Council’s complaints process is intended for individuals who are directly affected by a Council service.
Complaints from professionals, organisations or other public bodies will be considered at the Council’s discretion but will not normally be accepted through the complaints handling policy where they relate to professional judgment, regulatory decisions or inter-agency matters that are appropriately addressed through another route.
What if the Council does not meet its timescales?
The Council aims to meet published timescales. Where this is not possible, the reason for the delay and the next steps will be explained.
Can I contact the Ombudsman?
You may approach the relevant Ombudsman at any time. The Council encourages you to allow a reasonable opportunity for issues to be considered and where possible, resolved first.