Make a complaint to Broadland District Council

We want to hear from you when something goes wrong so we can put it right. We take every complaint seriously and use complaints as an opportunity to put things right and take learning to enable us to continuously improve.

Complaints policy

Our complaints policy outlines how we will resolve complaints, adhering to the current Housing Ombudsman and the Local Government and Social Care Ombudsman complaint handling codes.

There are two stage to complaints:

Submitting a complaint

We want to hear from you when something goes wrong and you are not happy with how you have been treated or you feel we have delivered a poor service.

If want to let us know about a missed bin collection, noise complaint or fly tipping please report it online. By making a complaint instead we will not be able to deal with your issue as quickly as we would like.

For highways issues; potholes, roadworks, pavements etc. please contact Norfolk County Council

You can also make a complaint in writing or by telephone using the contact information below.

Local Government Ombudsman

If you have been through all stages of our complaints procedure and are not satisfied with the way your complaint has been handled or resolved, you can ask the Local Government Ombudsman to review your complaint.

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service. They look at individual complaints about councils and some other organisations providing local public services.

The Ombudsman expects you to have given us a chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway, this is usually up to 12 weeks.

Their contact details are:

Telephone: 0300 061 0614

Opening hours: Monday to Friday: 10am to 4pm (except public holidays)

Website: http://www.lgo.org.uk/

Unreasonably persistent complainants policy

Our unreasonably persistent complainants policy sets out how we manage unreasonable or persistently unreasonable complaints to ensure fair, consistent and proportionate handling. The aim is to protect the rights of individuals to complain while safeguarding staff and resources from undue pressure.