Help us to get it right - Dudley Council is committed to providing high quality, affordable services to all its customers. There are times when we do things well, but there may also be times when things go wrong and you are left unhappy or dissatisfied.
If you need help communicating with us, we can arrange; large print or braille documentation, translation, text relay service, interpreting and sign language.
We recognise and greatly value the importance of any positive feedback from the customers we serve. Therefore, we want to hear from you whenever you feel the service you have received merits praise.
We very much welcome and seek your comments in order to assist us in continually developing and improving our services.
If you are not happy with a service then you have the right to complain and be listened to. We will do all we can to resolve your complaint promptly and effectively.
If you make a complaint, we will:
- Listen to what you have to say.
- Respond to you promptly, ensuring you receive a response to the issues you raise.
- Provide advice and information about how you can pursue your complaint further should you feel you need to do so.
It is important to us to try and resolve complaints at the point of service delivery and as quickly as possible. So before making a formal complaint, try to talk the problem over with the person you are dealing with or ask to speak to the manager of the service.
Complaints are recorded in our complaints management system, This data is regularly reviewed to monitor our performance and customer service.
- target response times
- complaints information capture efficiency
- customers preferred method of initial contact
Local Government Ombudsman
Housing Ombudsman Service
To inform customers about how we handle complaints and demonstrate how we make changes as a result of customer feedback we do publish information about complaints. Depending on the nature of the complaint, we may need to ask for your permission to share the complaint details with other services in order to provide a response; your personal data will be kept anonymous.
Any personal data provided to the council will be managed in line with the requirements of the General Data Protection Regulation and Data Protection Act 2018.
Complete the website feedback form to let us know what you think of our website. Please note this form is for feedback about our website only. Please use relevant forms for compliments, comments, complaints about our services.
If you're not sure who to contact, please call Dudley Council Plus on 0300 555 2345.