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How to give feedback

We want to hear what you think, whether it’s a compliment, comment or complaint. Your feedback helps us improve our adult social care services.

Share a compliment or comments

Let us know what’s working well or suggest how we could do better. Compliments help us recognise good work and share learning across our teams. You can:

  • telephone Customer Services on 0114 273 4567
  • email the staff member or the team directly
  • write to: Customer Services, Sheffield City Council, Howden House, Union Street, Sheffield, S1 2HH
  • speak to someone in person at our offices

Make a complaint

We aim to provide a high standard of care, but we know things can go wrong. If you’re unhappy with the support or service you’ve received, you have the right to complain and we’ll do our best to put things right.

What counts as a complaint?

A complaint can be about:

  • something we’ve done or not done
  • a decision we've made or a policy we follow
  • how you’ve been treated
  • the cost, quality or amount of a service we provide

What’s not treated as a complaint?

We may not be able to deal with your issue through our complaints process if it’s about something the council doesn’t manage. We also may not be able to deal with it if it’s already part of another official process, such as:

  • a safeguarding investigation
  • disciplinary procedures
  • police or criminal proceedings
  • legal or insurance claims

In these cases, we may need to wait until those processes are complete before we can respond fully.

How to make a complaint

Start by contacting the person or team involved as many issues can be resolved quickly that way. If you’ve already done this and prefer to speak to someone else, you can:

  • call Customer Services on 0114 273 4567
  • write to: Customer Services, Sheffield City Council, Howden House, Union Street, Sheffield, S1 2HH

Try to contact us soon after the issue happens. If it’s more than a year later, it may be harder to investigate fully.

The complaints process  

Complaints involving other organisations

If your concern involves another organisation (like a care provider or the NHS), we’ll ask for your permission to share the details. If both the council and another organisation are involved, we’ll work together to provide one response.