We want to hear from you. Whether you’ve had a great experience with one of our services, have ideas on how we can improve, or feel something has gone wrong, your feedback helps us deliver better services for everyone in Waverley.
Use this page to tell us about:
- compliments – when a member of staff or a service has impressed you
- general feedback – suggestions, ideas or comments about how we can improve
- complaints – when you are unhappy with a service you have received
Compliments
If a member of our team has gone above and beyond, we’d love to hear about it. Compliments help us recognise excellent work and share good practice across the council.
You can submit a compliment using the form.
Please include:
- the name of the staff member or service (if known)
- what they did well
- how it made a positive difference to you
We make sure all compliments are passed on to the relevant teams.
Submit a compliment
General feedback
Your ideas and suggestions help us shape future services. You might want to:
- suggest improvements
- comment on your experience using a service
- share thoughts on how we communicate or provide information
All feedback is reviewed by the relevant service area. While we may not be able to act on every suggestion, we use your comments to understand what matters to residents and where we can improve.
Tell us what you think
Complaints
We aim to provide high‑quality services, but we know things can sometimes go wrong. If you are unhappy with something we have done, or feel we have not met our usual standards, you can make a complaint.
You can complain about:
- a service you have received
- a delay or failure to provide a service
- the behaviour of a member of staff
- a decision you believe is unfair or incorrect
Before submitting a complaint, you may wish to contact the service directly because many issues can be resolved quickly and informally.
Our complaints process
Stage 1: Investigation. Your complaint will be reviewed by the relevant service manager. We aim to respond within 10 working days.
Stage 2: Review. If you are not satisfied with the stage 1 response, you can request a review. A senior manager will look at your complaint again. We aim to respond within 20 working days.
If you remain unhappy after stage 2, you can contact the Local Government and Social Care Ombudsman for an independent review.
For more information, please see our complaints policy.
Make a complaint
What we cannot consider
Some issues fall outside our feedback and complaints process, such as:
If your issue falls into one of these categories, we will let you know and direct you to the correct route.
How to submit your feedback
Use the online form to send us your compliment, feedback or complaint. Please provide as much detail as possible so we can understand your experience and respond appropriately.
We will treat your information confidentially and only share it with staff who need it to respond.
Send us your feedback
Accessibility and support
If you need help submitting feedback or require the information in another format, please contact us and we will be happy to assist.