Submit a comment or complaint

There are times when things go wrong, when you might want to make a comment or you would like to pass on feedback for something that went well. 

All feedback is important to us because it tells us what you think of our services. We know there is always room to improve and so we want to make every effort to put things right as quickly as possible.

Tell us about a problem for the first time

Before making a complaint, we encourage you to give us an opportunity to resolve the issue you are raising. You should contact the relevant team first as they can often resolve the issue quickly. You can find details of our services on our website by checking the quick links page on our website, search for the specific topic you are unhappy about, or contact us. 

If the team is not able to resolve the issues you can make a complaint. The complaints process looks at how we have delivered services or reached decisions.

Definition of a complaint

An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by an organisation, its own staff, or those acting on its behalf. Affecting an individual resident or group of residents.

Common issues that are not complaints

Some concerns aren't handled as ‘complaints’. They might be requests for service (my bin has been missed, a streetlight is out or if it's your first time telling us about something that has not been carried out), these are usually handled outside of the complaints process because they can be resolved quickly. Others have a different route already available (like appeals. planning decisions, traffic):

• appeal a Penalty Charge Notice (PCN)
• what to do if your planning application is refused
• report a missed bin
• council tax appeals
• appeal against a Benefit decision
• report street cleaning issues
• reporting Environmental Health issues like noise nuisance, overgrown gardens, Trading Standards
• report a problem with Grass cutting, leaf clearing and weeding
• reporting Anti-Social Behaviour
• problems on a road, highway or pavement
• contact the highways team for service requests
• concerns about traffic traffic updates or email streetworks.ttro@kingston.gov.uk
• let the Council know about a dangerous structure
• concerns about breach of planning consent
• if something happens to you, or to your property, and you believe that the Council is at fault, you may be able to make an insurance claim against the Council

Some complaints might need to be handled differently because of legal reasons or they might not be the Council’s responsibility. If you're unsure, just reach out to the Customer Care team for help or check out the list below (it doesn't cover everything).

• complaints about Children's Social Care
• complaints about a Councillor
• Housing Landlord Complaints Policy
• Adult Social Care Complaints Policy
• Complaints older than 12 months; Generally not considered unless there are good reasons to do so.
• Complaints regarding data protection matters should be addressed to the Information Governance team at dpo@kingston.gov.uk

If the issue remains unresolved, you can make a formal complaint. 

Making a complaint 

The Council will accept a complaint unless there is a valid reason not to do so. However, there may be areas where the Council is unable, or limited in, what it can do to investigate. These are set out in the Corporate Complaints Policy but include:

• complaints over 12 months old
• legal proceedings have started
• anything that has already been considered as a complaint
• appeals and tribunals
• issues that concern employment
• requests for compensation
• matters where there is a legal remedy
• Freedom of information and data protection subject access requests complaints

Use our online form to make a complaint

Make a complaint

Or write to the Customer Care Team, Guildhall 2, High Street, Kingston, KT1 1EU or call us on 0208 547 5000

We are committed to making sure the way we work does not put disabled people at a disadvantage and meets our legal obligations under the Equality Act 2010.

If you need any help or support to use our service, let us know and we will consider what changes we can make.

The Corporate Complaints Process

Stage One 

Complaints will be acknowledged within 5 working days, this will include a reference number and a due date. The relevant team will investigate your complaint and send you a response within 10 working days. If more time is needed they will let you know why.

If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it will be progressed to stage 2 of the complaints procedure and that Stage 2 is the final response.

Stage Two 

If you are unhappy with the stage one complaint response and would like it to be escalated to stage two, contact the Customer Care team within 25 working days from the date of the response.

Complaints at this stage are acknowledged within 5 working days with a reference number and due date. A senior manager will investigate and respond to you within 20 working days. If we cannot reply within this time, we will let you know why, and when you can expect to get a response

View the Corporate Complaints Policy 2025 for full details

Complain to the Ombudsman 

They are independent services and can investigate to see if a council has acted unfairly or if you have been caused an injustice. You can contact either Ombudsman service at any time, but you will normally be asked to complete all stages of the complaints process first.

• The Local Government and Social Care Ombudsman: If you are still unhappy with the Council’s final response, you may wish to contact the Local Government and Social Care Ombudsman
• The Housing Ombudsman Service: If your complaint was regarding the Council as a landlord, you can contact the Housing Ombudsman for advice and assistance

Additional resources - Policies and procedures

• Annual Housing Landlord reports 2024 - 2025
• Annual Housing Landlord self-assessment 2025 - 2026
• Governing Body Response
• Managing unreasonable conduct

Make a comment or compliment

Make a comment 

Make a compliment

We value all feedback, your compliment or comment will be passed to the relevant team.

Privacy Notice

For information on why we collect personal information, how it is used and shared, how long it is kept, how we protect it and the legal basis for collecting it, see our Privacy Notice.