Customer Feedback

If you want to report a missed service, please contact our Customer Service Centre. They will be happy to try and put things right.

If you have a compliment, comment, suggestion or complaint about our services please let us know by completing the online feedback form

If you have a compliment, comment, suggestion or complaint about our services please let us know by using this form. If you want to report a missed service please contact our Customer Service Centre.

Your feedback counts!

We want to give you the best service we can and it’s only by listening to our customers that we can find out how well we are doing or where we can improve.

When you think we can improve

If you have an idea on how we could do things better please tell us. We can look into your suggestion to see how this might work.

When things go wrong

If something goes wrong when dealing with us please tell us. We will investigate and tell you what we plan to do about it.

When we do something right

If you are pleased with the way we have dealt with you please tell us. We can copy that way of working elsewhere in the council.

How to contact us

You can give us your feedback by speaking to any council employee in person or over the phone, by letter, by email or by completing our online feedback form.

By phone…

01527 881288

By post...

Customer First Officer, The Council House, Burcot Lane, Bromsgrove B60 1AA.

By email…

Worcestershirehub@bromsgrove.gov.uk

In person...

Customer Service Centre at School Drive, Bromsgrove.

Comments/Suggestions and Compliments

• We will acknowledge your comments and compliments within 3 working days
• We will look into your suggestion/comment to see if it might work and let you have a response within ten working days or let you know if it might take longer

Complaints

We always aim to sort complaints straightaway but if we can't we will:

• Acknowledge your complaint within three working days, by telephone call, email or a letter.
• Contact you within 10 working days and inform you of the outcome of  your complaint investigation or tell you of it is going to take longer (Stage 1)
• Give an explanation for any delay in our response and let you know when you can expect a full reply.

What happens if I am not happy with the outcome of the investigation?

• You can ask for your complaint to be taken to Stage 2 to be investigated by the Customer First Officer who will give a full written response within 15 working days of the date we received the complaint at Stage 2.

What if I am still not happy with the Stage 2 response?

• You can ask for your complaint to be reviewed by our corporate management team. We will send you a final response letter within 20 working days of the date we received the complaint for review. This will set out our position and explain how to take the matter further through the Local Government Ombudsman if necessary.

How do I contact the Local Government Ombudsman?

• You can ring the Local Government Ombudsman advice line and ask for a copy of their leaflet – How the Ombudsman will deal with your complaint on 0845 6021983 or you can go to their website for advice.

Our Customer Standards

We want to provide you with the best service we can so we have developed the following Customer Standards which will help us improve our service to you.

What you can expect from us

• We will respond to all letters within 10 working days or tell you if it is going to take longer. This may be by email, letter or telephone
• We will acknowledge your complaints within 3 working days. This may be by email, letter or telephone
• We will respond to your emails within 5 working days or tell the customer if it is going to take longer
• We will answer the telephone within 6 rings
• We will respond to your voicemail message within 2 working days
• We will ensure that a senior officer from the Council will attend at least 85% of PACT meetings
• We will be polite at all times and aim to listen and understand our customer’s needs
• We will ensure that our services, offices and information are accessible as possible to all customers

We have also developed a set of specific standards for each department within the council.  (35.65 KB)