Our use of cookies We use necessary cookies to make our site work. Necessary cookies enable core functionality such as security, network management, website analytics and accessibility. You may disable these by changing your browser settings, but this may affect how the website functions. The cookies collect information in a way that does not directly identify anyone. For more information on how these cookies work, please see our privacy policy.

To agree to our use of cookies, click the 'Accept' button.
Accept
 

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
  • 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.

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.

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.

There are no results that match your search criteria


Latest news

Staffordshire Set to Move Up to High Alert for Covid-19

Staffordshire is set to move to High Alert for Covid-19, in a bid to stem the rise of cases across the county.
Date:
28 October 2020

Award-winning county farm shop urges shoppers to Think Staffordshire First

A farm shop which marks its third anniversary this month and has seen its customer base triple over the lockdown period is backing a campaign to encourage people to Think Staffordshire First when shopping.
Date:
26 October 2020

Extra bus seats for pupils to continue until Christmas

Staffordshire County Council is providing 1,300 extra bus seats on the busiest routes where commercial services with safety restrictions in place wouldn't be able to carry all potential passengers.
Date:
26 October 2020

Helping hand for families in Cannock

Families in Cannock are getting a helping hand thanks to a project giving them access to free pre-used school uniforms.
Date:
26 October 2020

Visit the Staffordshire Newsroom