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South Holland constantly aims for excellent standards when dealing with all customers. If our service fails to reach this high level we want to put things right as quickly as possible.

Your views, whether critical or complimentary, play an important part in helping us to improve our services. Customer comments, good or bad, are treated with equal weight and are responded to promptly.

We encourage all issues and complaints to be raised directly with the relevant service area via our service issue form, as this will ensure your issue/complaint goes directly to the service and can be resolved as quickly and as efficiently as possible.

Alternatively, if you wish to report such things as missed bins, anti-social behaviour, fly tipping or abandoned vehicles, please visit our report online page.

Formal corporate complaints

If you have raised an issue with a service before and do not feel that this has been adequately dealt with then you may wish to submit a Formal Complaint to the Council.

Corporate/formal complaints are managed by our Corporate Complaints and Performance team and an acknowledgement will be sent once this is picked up by the team and passed on to the correct service. We aim to do this within five working days of receipt. When responding to complaints, the following timescales will apply:

  • stage 1 - complaints are to be responded to within 15 working days of receipt
  • stage 2 - responses are due within 20 working days from receipt of request to escalate the complaint.

In exceptional circumstances we may require a longer investigation time. In this instance we will contact you to advise of the new timescale.

If you wish to continue to submit a formal corporate complaint, please email your formal complaint to us.

If you have a comment or general feedback to provide instead, please raise an issue/general enquiry.

For more information, please see our Freedom of Information web page.

You may also find useful information in our feedback frequently asked questions.