Making a complaint

We make every effort to keep our standards high. However, there may be times when our services do not meet your expectations. Your opinions are very  important to us and we want to hear from you if you feel that we have got something wrong or failed to provide a service to a high enough standard. By using our complaints process, you can give us the opportunity to put things right quickly and effectively. You can also tell us where we have done well through a  compliment.

How do I give my comments; compliments and complaints?

You can:

• phone the tenancy team on 01493 846839
• telephone our customer service number on 01493 856100
• letter - write to Complaints, Democratic Services, Town Hall, Hall Plain, Great Yarmouth, NR30 2QF
• in person - visit us during office hours at the Town Hall or the Novus Centre.
• we will also accept complaints from another person on your behalf.
• email - send your email to complaints@great-yarmouth.gov.uk
• website - complete the online form [need to add link]
• contact your Borough Councillor

Help with making a complaint

We want to make it as easy as possible for you to make a complaint and will support you with translation, interpretation and home visits, if you find it difficult to leave your home.

What is a complaint?

We define a complaint as: the concern or dissatisfaction of a customer regarding the service, action or lack of action taken by the Council. Customers are not  necessarily required to quote the words 'complain' or 'complaint' in order for the Council to recognise their dissatisfaction as a complaint. A service request would not be registered as a complaint. Your opinions are very important to us and help us improve services.