Making a complaint

Use this service to make a formal complaint to the council.

Before you make a formal complaint

We understand it can be frustrating when a problem has not been resolved. In many cases, contacting the service directly is the quickest way to put things right. 

Report an issue or problem to the service

Rubbish and recycling

• Report a missed rubbish collection
• Order a new or replacement bin

Streets and outside spaces

• Report potholes or road damage
• Report an issue with street cleaning, dog fouling, litter, graffiti, fly-tipping or public toilets

Parking

• Appeal a penalty charge notice (PCN)
• Report a parking offence

Housing and repairs

• Report a repair to a council home
• Report anti-social behaviour

Planning

• Report a planning breach

Education

• Appeal a school admission decision

When to make a formal complaint

If you are dissatisfied with a council service, we want to hear from you. Your feedback helps us understand what went wrong and how we can improve.  

You could make a complaint if:

• you have reported a problem to a service and it has not been resolved
• you are unhappy with a service you received
• you are unhappy with how a member of staff behaved
   

If a child or adult is at risk, call 999 or contact our Adult or Children's safeguarding teams.

How to make a formal complaint

Some services have their own complaints or appeals process.

Complaints with a separate process

You must use a different process if your complaint is about:

• adult social care
• children's social care
• a councillor
• schools
• appealing a Council Tax decision
• appealing or revising a planning application
• homelessness and housing advice applications 

If your complaint is about something else

Online
Make a complaint
 

By phone

Call 0208 726 6000
 

Your problem may be resolved faster if you report it directly to the service first.