Customer Feedback and Experience
We proactively gather feedback from our customers to ensure that we are listening, learning, and improving your experience of our services.
Your feedback directly shapes the way we work through highlighting what we are doing right and where we need to make changes to improve your experience.
By sharing the actions we’ve taken in response to your feedback, we aim to be transparent about our continuous improvement and demonstrate how your voice helps us deliver better, more customer-focused services.
Information regarding actions taken specifically within Children's Services can be found in their 'You said, we did' annual reports.
Listening and Improving: Changes We’ve Made
- Helping to direct customers appropriately
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- Where customers leave contact information within their feedback, teams have been able to help by contacting customers directly. For example, we have been able to redirect queries to the relevant authority so that our customers get the help they need.
- Improvements to our website
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- A customer commented that they wanted pictures and descriptions of the types of registration certificates we offer, e.g. silver plated, commemorative. This information was on our website but has been linked to more relevant pages as a result.
- The Waste Team have added new items to the guidance on what can be recycled).
- A customer asked whether the offices at Hastings Register Office were on the ground floor, so the service were able to add further information to location pages about accessibility.
- A customer commented that under the links for marriage and civil partnership ceremony, they wanted to see the scripts for the ceremonies. This has been useful feedback showing a demand for these to be published and this is under consideration.
- We have used your feedback to fix broken links or errors on our webpages and used this information to ensure information is easy to find by considering appropriate navigation routes on the website.
- Feedback is used by services to make updates to FAQ pages across our website.
- Household Waste Recycling Site booking system
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- Feedback has allowed the Waste Team to monitor the impact of their recent website redesign.
- Additionally, they have been able to monitor changes in feedback regarding the Household Waste Recycling Site booking system over time. The system initially received negative feedback from customers when it was first introduced. However, since the system has been in place for several months, they now see an increase in positive comments.
- Improving our feedback
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- To ensure that we collect reliable and accurate feedback from our customers, we identified and fixed an issue with bots impacting our website feedback. We know that the feedback on our website is now only from real customers and we can respond appropriately.
- We have added option buttons to our feedback surveys so you can more easily provide information about your experience. Having this extra detail about your experience has allowed us to focus on improving the things you are most concerned about.
Learning from Complaints
We also learn from the complaints and compliments we receive. Please see our Annual Complaints reports below:
Last updated: 1 June 2026