Comments, Compliments and Complaints
At Dover District Council we are very conscious of our responsibility to provide the highest possible standard of service to our Council Tax payers. We are proud of the standards that we achieve but realise that things do occasionally go wrong.
Report a problem
Challenge a decision about your benefits, Council Tax or business rates
Complaints about the housing management service
If you are a tenant or leaseholder of Dover District Council and are unhappy with the service you have received, in the first instance you must raise your complaint to the housing department. Please find out about our housing complaints here: Complaints about the Housing Management Service.
Whilst the housing service is a Dover District Council function, the complaints process is slightly different and includes the 'designated person' and the Housing Ombudsman. Please see the Housing Ombudsman website for further information.
Making comments or compliments or complaints
If your comment or complaint is in relation to a specific service please use the links under the
"Report a problem" section above.
In order to sort out the mistakes that do happen, and to make sure that they are not repeated, we have put in place a simple complaints procedure. We are also keen to hear if we have done things well.
Issues that the complaint procedure cannot address
Certain issues fall outside the complaints procedure such as:
- Something you have known about for more than 12 months unless there is good reason for the delay.
- Something you could appeal about to a tribunal (such as the Housing Benefit Appeals Service) or go to court about, unless there is a good reason why you should not be expected to do so
- Something affecting all or most of the people living in the district, such as a complaint regarding the setting of council tax.
If you wish to make a complaint relating to the change of refuse and recycling collections, please note that we are experiencing a large volume of calls and reports from the public. Your report will be forwarded to Waste Services and an officer will contact you as soon as they can, although this may take longer than we would normally like as the officers are working hard to resolve the issues that are being raised.
If you wish to report a missed bin, this should be done via the Missed Bin Collections page, provided it has been missed within 24 hours of your scheduled collection date.
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Make a formal complaint »
Further Information
Contact Customer Services
Telephone: 01304 821199