The Council aims to provide excellent services to customers and deliver those services right first time.
Occasionally things do go wrong and so we welcome and recognise the importance of customer feedback.
The Council will ensure officers take ownership of complaints and respond positively to our customers’ needs and expectations. We will work with you to resolve issues. This is an integral part of the service we provide.
The Council will respond to complaints promptly and efficiently, resolving complaints quickly wherever possible. We will use the information received from complaints to drive improvements.
Please note there is a different complaint/feedback procedure for the following areas:
Adult Social Care
Children's Social Care
Housing and all other feedback
Customer Feedback Annual Report 2023/24 and SMBC Cabinet response to report 2023/24
Download our Housing Complaints Performance Data.
Download our Customer Feedback Guide.