How to complain, what happens after you complain and how to compliment one of our services.
As a Local Authority we do our best to provide our residents with great services, but there is always room for improvement. We value our residents’ comments and suggestions to help us provide better services for our community.
As a Local Authority you can also tell us if we are doing something well, it’s good to hear when a service has been received has meet or exceeded expectations.
If you are reporting something for the first time, we need an opportunity to resolve it before you submit a complaint. Rather than making a complaint that can take time to progress, you can report a problem. By reporting a problem, we can begin resolving the issue immediately. You can use a report a problem to report issues such as :
If you need to complain about one of the services below, please visit their pages to find out the process:
Childrens Social Care Complaints
Challenge a Penalty Charge Notice
Appeal or Revise a Planning Application
We’d like to know:
Help us to help you by providing any relevant dates, names of staff and copies of relevant letters or other documents to support your complaint.
Please note that we can’t usually look at a complaint if you have left it for an unreasonable amount of time. This can vary depending on the matter, but is likely to be in the region of 6 months since knowing about the problem.
Telephone 0208 215 3000
Email complaints@lbbd.gov.uk
Please see our complaints policy for further information.
Our updated policy states zero tolerance towards work-related violence and aggression, focusing on persistent, vexatious, and unreasonable behaviour in complaints and information requests, focusing on:
Our aim is to make sure staff are safe when delivering a complaints service efficiently without compromising openness to constructive feedback.
Persistent, vexatious & unreasonable behaviour complainants policy (PDF, 345.79 KB)
Find out what happens after you complain.
Please complete this form to tell us how satisfied you are with our complaints process.
LGSCO and HO Report (PDF, 168.8 KB)
Annual Complaints Report 2024-25 (PDF, 338.65 KB)
Final Adult Social Care Report 24-25 (PDF, 268.15 KB)
Final Children's Social Care Complaints Report 23-24 (PDF, 3.93 MB)
MRC Response to Annual Complaints Report (PDF, 89.81 KB))
Committee Report - Corporate Complaints 2023-24 (PDF, 345.96 KB)
Complaints Quarterly - October to December 2024 (PDF, 1.93 MB)
Quarterly Report - Jan to Mar 2025 (PDF, 1.95 MB)
We are always happy to hear that our staff are doing a good job. We make sure they know when someone is pleased, as this makes their hard work worthwhile. We welcome your feedback including thank-yous and compliments on our services.
LGSCO Council Performance Data provides insight into the performance of London Borough of Barking and Dagenham dealing with LGSCO complaints.
Housing Ombudsman Report will provide information relating to the latest reports which have been published by the Housing Ombudsman, including Spotlight Reports and Complaint Handling Failure Orders.
The Housing Ombudsman introduced in July 2020 a Complaint Handling Code which set out good practice that allows landlords to respond to complaints effectively and fairly. With this being strengthened in April 2024 jointly with the LGSCO. As part of this code Landlords are asked on an annual basis to review their services according to the code and to publish the outcomes. The London Borough of Barking and Dagenham have undertaken this review and has published the results.