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
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. 
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