What is a service request?
We always try to resolve first time issues or enquiries as a routine request for us to do something, or a service request.
A service request is defined as: "An initial request that the Council provides or improves a service, fixes a problem, or reconsiders a decision".
Examples of service requests can include initial requests for removal of fly-tipping, reporting abandoned vehicles, advising us of a missed recycling or waste bin collection, or reporting potholes, graffiti or noise nuisance for the first time.
Service requests are not considered to be complaints under this policy. Dealing with an issue as a service request gives us an opportunity to try and quickly resolve matters through normal service delivery without a formal complaint being made.
If we consider your concern to be a service request, we will reassign it to the relevant service area so that they may have an opportunity to put things right, rather than managing it as a complaint in the first instance. However, if you remain unhappy after the Council has attempted to resolve your concern, you can ask for your it to be raised as a formal complaint at that point, should you wish.