Because of government guidance on coronavirus a number of our buildings are now closed and events listed on our site are subject to change or cancellation. Changes to council services, advice and support we can provide, the latest local news and links to Government advice is available on our dedicated coronavirus information page. Go to our coronavirus information page

Complaints service suspended

We have taken the decision to temporarily suspend the complaint policy and procedure from 25 March 2020. Please be assured this decision has not been taken lightly but because of the Coronavirus resources need to be re-directed to front line services. We will try to complete any existing complaints as soon as possible, but you may find responses will not be sent within the usual timescales. We apologise for this and appreciate your understanding at this unprecedented time.

Adults, children and young people's services comments, compliments and complaints

You can comment, compliment and complain about Adult Social Care or Young Peoples Services by carrying out the following:

Using our online form

or, by phone to the Designated Complaint Officer on 01708 432 589.

If you would like a paper form, or a form in large print, braille or a translated copy please email:

Local Government Ombudsman (LGO)

The Local Government Ombudsman (LGO) can also look into complaints about care you may receive in your home or care provided in a residential/nursing care home, whether your care is funded by the local authority or you are funding your own care.

Advocacy service

Children and young people can get help making a complaint by getting in touch with The Children's Society who are a Children's Charity. This organisation provides support and guidance and assists the most vulnerable and neglected child or young person to have a voice.

They are based at:

7th Floor North
Mercury House
Mercury Gardens
Romford, RM1 3SL
Phone: 01708 434609

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