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We are very sorry to all those affected by delays to waste, recycling and garden collections as the crews get used to new routes and vehicles. Please report any missed collections within two days so we can work with Suez to improve the service.

Comments, Compliments and Formal Complaints

Complain about a council service

Advice about complaining to the council.

Complaint about the council’s Refuse and Recycling Service

We're sorry that the waste service you are expecting has not met the standards we expect. We have entered into a new waste contract and with any change there will inevitably be a period of disruption.

We acknowledge that at the moment the disruption to service that you have experienced isn’t acceptable and we apologise to everyone affected. We are working with Suez to make sure all collections are running to schedule as soon as possible.

If you have not already done so, please report your issues online rather than filling out a complaint. The team are extremely busy dealing with numerous requests and this will make sure our contractors are made aware of your issues quickly.

Also please use the look up tool to check for bin day information if you need information as to when your next collection is due.

For general issues like problems with your bins or street cleaning, you should contact the appropriate service

Use this service if you want to make a formal complaint about a council service.

Before you get started

You can make a formal complaint about a council service online. You may need:

  • the name of the service you’re complaining about, if you know it
  • to tell us whether you’ve contacted us about this issue before

For alternative ways to complain about a service, including by email, you can visit our contact us page.

What happens next

Once you’ve sent us your complaint, we’ll respond to you within 10 working days.

If you're not satisfied

If you’ve made a formal complaint about a council service and you’re not satisfied with the response you’ve received.

If you’ve made a formal complaint about a council service and you’re not happy with the response you’ve received, you can raise your complaint to our Chief Executive.

To raise your complaint you’ll need to email . You’ll need to include:

  • why you’re not satisfied with the response you’ve received
  • how you would prefer us to respond to you, for example email or phone

Alternatively, you can write to the Chief Executive at:

  • The Chief Executive
  • Swale Borough Council
  • Swale House
  • East Street
  • Sittingbourne
  • Kent
  • ME10 3HT

If you're still not satisfied

If you've raised a formal complaint to the Chief Executive and you're not satisfied with the outcome, you can contact the Local Government and Social Care Ombudsman.

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