Complain about a Council service

Ipswich Borough Council strives to provide high-quality services. To maintain this quality, we have a formal complaints process and use the information and data to continually review and improve our services.

What is not a formal complaint?

  • Requests for a service, change or improvement - Please let us know by using our online forms below
  • A service request may be defined by the Local Government Ombudsman (LGO) as: "A request that the organisation provides or improves a service, fixes a problem or reconsiders a decision"
  • A service request is defined by the Housing Ombudsman as: "A request from a resident to the landlord requiring action to be taken to put something right"

General enquiries

If you have an enquiry that requires a response, please use the online form below.

Please note that the button below will open in a new window.

General enquiry

Feedback

If you would like to provide feedback about something or someone that did not meet your expectations, please use the online form below so we can improve our services.

Note: The button below opens in a new window.

 Comment

Compliment

If you’d like to share feedback about something or someone who has exceeded your expectations, please use the online form below.

Note: The button below opens in a new window.

 Compliment
 

What is a formal complaint?

A formal complaint is defined by the Housing Ombudsman as:

  • An expression of dissatisfaction, however made, about the standard of service, action or lack of action by the landlord, organisation, its own staff, or those acting on its behalf, affecting a resident or group of residents

A formal complaint may be defined by the Local Government Ombudsman (LGO) as:

  • An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals

How to make a formal complaint

To make a formal complaint, click the ‘Make a Formal Complaint’ button below and complete our online form. This will allow you to be updated promptly by email. The form will ask for all relevant information required to address your complaint.

Note: The button below opens in a new window.

Make a formal complaint

Our Complaints Procedure & Policy

The procedure explains how we will deal with your complaint, the different stages, and our response timeframes. 

What is not dealt with as a complaint?

Other useful information