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We aim to give an excellent service to all our customers. If we get things wrong, we want to try to put them right, learn from our mistakes to help improve services for the future.

If you think that Waverley has:

  • failed to do something it should have done
  • done something that it should not have done
  • done something badly or taken too long to do it
  • treated you unfairly or rudely

then you should complain.

For more information, please see our complaints policy.

How should I complain or make a comment?

There are two levels in Waverley's complaints procedure.

Level 1

As a first step it is usually best to contact a member of staff in the responsible service who may be able to resolve the problem, if not immediately, then within a very short time. If you are unsure of who to contact please contact the Customer Services Team on 01483 523333

Alternatively, you can fill in the Complaints, compliments and suggestions online form.

Level 2

If you are not happy with the result of your first approach, you can write or send an email to the Head of Service who manages the service you are complaining about. See our contact us page to get our address.

Please explain why you are unhappy with the first response you received.

The Head of Service of the area you are complaining about will consider your complaints and will send you a detailed response which, we hope, will sort out the matter.

How quickly will I receive a response?

We will acknowledge your complaint within three working days of receiving it.

For Level 1 complaints, we will aim to send you a detailed response within 10 working days.

For Level 2 complaints, we will aim to send you a detailed response within 15 working days.

If there is a delay, for example where the matter is complicated, we will send you a progress report and say when we expect to be able to respond.

What do I do if I am still unhappy?

If you remain unhappy after completing Level 2 of Waverley's complaints procedure, you can take your complaint to an ombudsman.

If you are a tenant or leaseholder of Waverley and your complaint concerns a housing matter you can raise your concerns directly with the Housing Ombudsman. More details can be found on the Housing Ombudsman’s website

If your complaint concerns a matter other than housing, you can take your complaint to the Local Government and Social Care Ombudsman.

This is a free service. Call the Ombudsman’s Advice Team on 0300 061 0614 or visit the Ombudsman's website for more information.

Please note that before raising your concerns with either the Housing Ombudsman or the Local Government and Social Care Ombudsman, you should give Waverley a chance to sort out your complaint and complete our complaints process.