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We are experiencing technical issues with some of our applications, please bear with us whilst we work to fix the issues. If you have any urgent problems, please contact 0300 111 8000.

Types of complaints we cannot look at

Highways

Highways inspections are carried out in line with the Highways Safety Inspection Code of Practice and defects are assessed and prioritised for repair in accordance with this. The scheduling of identified repairs is based on order of priority and the complaints procedure is unable to influence the inspection process and escalate the repair of lower priority repairs above more urgent defects that are awaiting action.

You will need to refer the following to us using Report It. The customer feedback and complaints team will not action these requests or provide a response to you about them.

  • A request for a service or to ask us to do something - this can be about a wide range of highways related issues including potholes, overgrown hedges, traffic issues, requests for gritting and drainage problems. Report It lists all available subjects that you can contact the council about
  • An update on an existing matter that has been reported but has not been dealt with and are within timescales
  • Updates to an existing report in that the condition or situation has deteriorated
  • Defects that have been identified as non-urgent but not yet repaired
  • Requests to open a closed report
  • Concerns about the quality of SCC highways works that have been carried out

There is also an alternative process for reporting parking, public rights of way and claims for damages and personal injury which you will need to use. The customer feedback and complaints team will not action these requests or provide a response to you about them.

Parking

These will need to be reported to the parking and enforcement pages.

Public rights of way

These will need to be reported to the public rights of way pages

Claims for damages or personal injury

These will need to be reported to the claims pages

Other types of complaint we cannot look at

The outcome of a claim for damages or personal injury 

The corporate complaints procedure will not investigate circumstances whereby you are dissatisfied with the outcome of a claim you have made against us. This is because matters regarding liability are addressed by a specific claims process and there is an alternative route available to you if you are unhappy with the decision. Information on what action you can take with regards to this is set out on our highways claims webpage. You will also be provided with information on the next steps available when the outcome of the claim is determined and communicated to you. Should you choose to submit correspondence using the online form or by email to us, you will receive a standard response, directing you to the information on our claims webpages.

Penalty charge notice

An appeals process is available should you wish to challenge the issue of the PCN.  Information about this process can be found on the council's parking information pages 

Blue badges

There is a specific process to address applications that have been refused.

School placements

Information on how you can submit an appeal if you are dissatisfied with the school place offered to your child can be found on the school admissions appeals webpages.

Schools

All schools are responsible for having their own complaints procedure in place and any concerns must be directed to the head teacher or Governing Body. Details of this process should be made available on the schools website or a copy can be obtained from the school on request.

Councillors

Complaints about the conduct of councillors must be referred to our monitoring officer. Details of how to do this can be found on our county councillor section of the website.

Decisions reached by the council, cabinet or a committee

Decisions with regards to our policy, expenditure or future plans and infrastructure schemes are taken by full council, the cabinet or various formal committees made up of elected councillors. Any concerns would need to be addressed directly to the cabinet office.

Lighting, household waste and recycling centres

The external contactor will be given the opportunity to respond to any initial complaints about the service it provides. However, if the matter is still not resolved after this, then we may be able to further investigate. 

Matters that are the responsibility of local borough or district councils

A number of issues such as bin collections, litter picking, and anti-social behaviour are handled by your local borough or district council.

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