Overview of the Complaints Policy
(from 1 April 2026)
This policy explains how Rotherham Council manages complaints, what counts as a complaint, and what customers can expect when they raise one. It outlines the difference between a service request (such as reporting a missed bin) and a complaint, and it sets out who can complain and how to do so.
The policy describes the Council’s commitment to listening to customers, resolving issues fairly, and using feedback to improve services. It details the various complaint procedures depending on the service area, such as corporate services, housing landlord services, children’s social care, adult social care, district heating, and public health, each with clear timescales and stages.
It also explains how complaint outcomes are decided, how the Council learns from complaints, and how customer information is handled responsibly. Contact details for the relevant Ombudsman services are provided for customers who remain dissatisfied after the Council’s process.
Accessing the policy documents
You can download the full Complaints Policy in PDF format:
- Download the Complaints Policy (PDF)
- Download the Housing Ombudsman complaint handling code assessment
These documents contain the complete policy, detailed guidance, and information on each complaints process.
Request the policy in an alternative format
If you need this policy in another format, for example large print, Braille, audio or a different language, you can request an accessible version.
We will provide the policy in the format you need as quickly as possible.
Housing Ombudsman self assessment 2025
Our Housing Ombudsman self-assessment currently references our previous complaints policy (prior to 1st April). You can request a copy of our previous policy via our contact us form.
