We strive to provide excellent customer service to our customers.
Report a service issue
Some of the most common service issues reported are listed here:
See also our Report it webpage.
Roads, potholes, streetlighting and roadworks
Damage to roads, including potholes, streetlighting and roadworks fall within the remit of Oxfordshire County Council
You can report such incidents on fix my street and view incidents already reported.
Parks, play areas and open spaces in Cherwell
Management and maintenance of these areas depends on their location. Please report any issues to:
- Banbury: Banbury Town Council
- Bicester: Bicester Town Council
- Kidlington: Kidlington Parish Council
- Rural areas: these are managed by the relevant Parish Council
General complaint
Before you submit a complaint please read our Service Complaints Procedure.
Often complaints relate to oversights or human errors that can be quickly put right through normal service delivery processes. This is known as a service request.
A service request is defined as:
- a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision.
This covers minor service dissatisfaction or failures, for example a missed bin collection is dealt with directly by the relevant service team.
If you are not sure which team to contact, please use our contact us form on our website. Alternatively, you can email our customer service team at customer.service@cherwell-dc.gov.uk.
If you are unable to email us, you can call on 01295 227001 and speak to one of our customer services colleagues who will either try to resolve the matter for you while on the phone or, if it concerns a matter that they are not familiar with, they will pass your concerns to an officer who can resolve it as soon as possible.
If you are dissatisfied with the outcome of a service request or wish to express dissatisfaction about the standard of service or actions or lack of action by the organisation or staff, you can make a Stage 1 Formal Complaint using the button below. A senior officer within the service will investigate the matter for you.
If you remain dissatisfied with the outcome of the Stage 1 Formal Complaint, you can request a Stage 2 Formal Review. Although not required, it may assist us if you can tell us why you are not satisfied with the stage 1 formal complaint response you received, for example what you feel was incorrectly addressed or not covered. A member of our extended leadership team, who has not been involved in the matter before will conduct the review for you.
If you are still not satisfied with our response to your concerns, you can pursue the matter further through the relevant Ombudsman
- Housing Ombudsman: For complaints related to housing where we are the Landlord (as a registered provider of social housing)
- Local Government and Social Care Ombudsman: For all other complaints
The Ombudsman will normally only investigate complaints which have been through our service complaints procedure, so please give us the chance to try and put things right for you first.
Complain about a Councillor
If you want to complain about the conduct of a member of Cherwell District Council or a member of a parish or town council in the district, these are dealt with differently to other complaints.