Customer feedback

We are always interested to hear your views on any aspect of our service, or your experience of dealing with us.

Listening to your views

Cheltenham Borough Council is committed to providing high quality services which meet your needs. In order to do this we need to know what you think of the services we provide so that we can constantly review and improve them.  We value every complaint, comment and compliment we receive.

How to get in touch

Contact details can be found in our A to Z of services. Interpreters are available by prior arrangement. We also have employees trained in British sign language and our Complaints, Comments and Compliments leaflet is available on audio cassette for the visually impaired. You can contact us online using our feedback form or report a problem using our report-it forms

Complaints about racism

The council is working towards equal opportunities for all, and it takes racist incidents of hate crime very seriously. Complaints which include hate incidents or hate crime should be reported to customer relations who will ensure they are recorded, responded to and fully investigated within 20 working days from the date they are reported. Service areas will refer any hate incidents or hate crime complaints to customer relations.


We would like to know if you feel we have made a mistake or let you down.  By telling us, we have the opportunity to put it right and we welcome your suggestions on how to do so.  Our complaints procedure will tell you how to make a complaint.  Complaints can also be made online by submitting a report-it form. We also have information on complaining about the conduct of your councillor.

Complaints regarding social housing are managed by the Customer Relations team at Cheltenham Borough Homes.


We would like to hear from you if you have any comments on the things we do and how we do them or feedback. Please use our online feedback form.


We would like to hear from you if you are happy with the service you have received. It is important to know when we get things right so that we can maintain our standards and inform our employees. Please use our online feedback form.

What will happen to your complaints?

The customer relations and research manager will forward your complaint to the relevant service area. You will be contacted within ten working days in line with stage one of the complaints procedure. If this is not possible we will let you know why and tell you when you can expect us to respond to your complaint in detail.

What will happen to your compliments and comments?

Customer relations will record your views and forward them to the service unit manager who will inform their team.  Your views will then be used to formulate their service plans for the future.