Submit a complaint

We want to deliver good-value, high-quality services for residents, businesses, and visitors — efficiently and helpfully.

Complaints help us improve. We see them as valuable feedback and use what we learn to make our services better.

What you can complain about

You can submit a complaint if you are not happy with our quality of work. For example:

a service we delivered
a service we didn't deliver but should have
the standard of work provided by us or one of our contractors

What you can not complain about

Our complaints procedure doesn't cover:

day to day service requests or reporting faults, such as a faulty street light
where an appeal procedure already exists to deal with the issue, such as parking ticket appeals
complaints about a service from the Adult's or Children's services departments. There are statutory complaints procedures
complaints about a councillor
complaints about schools. Please speak directly to the school
if you have had an accident with a council owned vehicle

If we can't investigate your complaint, we will let you know and give you further guidance.

Find a service

You will get a faster response if you log a specific service enquiry. Services will usually contact you within 5 working days. The formal complaints procedure can take up to 15 working days.

Select a topic below to find out more.

Adult social care

If you want to make an adult social care complaint, you will need to follow the adult social care complaints procedure.

Building control

If you want to make a building control enquiry, you can use the building control enquiry form.

Children's social care

If you want to make a children's social care complaint, you will need to follow the children's social care complaints procedure.

Council Tax

To log a service enquiry about a Council Tax issue, you can contact the service my email at bexley.ctax@secure.capita.co.uk, or by calling 0345 302 2317 – 9am to 5pm, Monday to Friday.

The service can help you with issues such as:

You can also manage your Council Tax account online.

Environmental health (such as noise complaints, fly-tipping)

If you want to report an environmental health issue such as a noise complaint, use one of our dedicated processes:

If a street fault is dangerous to the public please call 020 8303 7171 immediately.

Highways

If you want to report a highways issue such as pot holes, use one of our dedicated processes:

Housing services

If you want to report a housing issue, you can use our dedicated housing advice and complaints form. You can contact the service about issues such as:

Housing benefits

If you have a housing benefits issue, you can contact the service by email at bexley.benefits@secure.capita.co.uk.

Libraries

If you have an issue related to Bexley libraries, you can contact the service by email at libraries@bexley.gov.uk.

You can also raise a case through our general enquiry form.

Parking services

If you have a complaint about parking, you can contact the service directly about the following issues:

Penalty charge notices (PCNs)

If you have paid a PCN but are unhappy, you should contact APCOA by emailing enquiries.bexley@bexleyparking.co.uk.

If you have another PCN issue such as:

delays in receiving a PCN
trouble paying a PCN
you have received someone else's PCN

You should contact parking services by email at parking.services@bexley.gov.uk, as there is a statutory process.

Residents' parking permits

For residents' parking permit issues, you should contact the service by email at bexley.permits@apcoa.com

Car park pay machines

For issues with car park payment machines, you should contact the parking service by email at parking.services@bexley.gov.uk, as there is a statutory process.

Planning

You can view and comment on planning applications online.

If you think work has been carried out without planning permission, you can request an investigation.

Our planning service can help you with issues such as:

You can contact the planning service by email at developmentcontrol@bexley.gov.uk.

Schools and education

If you have an issue related to schools and education, you can contact the service directly by email at: educationwelfare@bexley.gov.uk.

You can also raise a case through our general enquiry form.

Sports and leisure

If you have an issue related to sports and leisure, you can contact the service directly by email at: leisureservices@bexley.gov.uk.

You can also raise a case through our general enquiry form.

Streets and parks

If you want to report an issue relating to streets and parks, please use one of our dedicated processes.

Roadworks

For roadworks issues, you should contact the utility company responsible for the works.

Traffic and other road issues

For other traffic and other road issues, such as:

speeding traffic
requesting yellow lines
requesting speed bumps

You should contact the highways team by email at traffic@bexley.gov.uk.

Street lighting and cleaning

To report issues with street lighting, bollards, signs, or cleaning use our dedicated processes:

Trees

For issues with trees, such as:

highway trees damaging your property
overgrown highway trees that need to be cut back
neighbour's trees damaging your property

Use our dedicated report a tree issue service.

Parks and open spaces

For issues in parks and open spaces, use our dedicated reporting services:

Waste and recycling

If you have a waste or recycling issue, you can report this through one of our dedicated processes:

Web and online services

If you have an issue related to web and online services, you can contact the service by email at digital-team@bexley.gov.uk.

You can also raise a case through our general enquiry form.