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How we listened to you

Solihull Council is committed to developing and delivering services in partnership with people who use services, carers, and others with lived experience. We listen to people’s concerns through satisfaction questionnaires, surveys and forums. We also work closely with organisations such as Experts by Experience and HealthWatch Solihull which give a voice to people’s views and experiences.

We value all feedback from our customers, whether this is a compliment, a suggestion, or a complaint. By taking complaints seriously, we aim, where we can, to take action to put things right, and to learn lessons to make improvements. Compliments can help us understand where things are working well, and can inform future practice. 

To make a complaint or give feedback about a service, please get in touch with the Children’s & Adults Complaints Team by emailing  by calling 0121 704 8296 or by writing to Children’s & Adults Complaints, Performance & Complaints Team, Council House, Manor Square, Solihull B91 3QB.

2017/18 priority: Utilising our Experts by Experience

The Experts by Experience are a group of local people and carers who uses services. They have recently established themselves as a ‘Community Interest Company’ with the aim of providing a voice for people who use services and carers.

The Council’s partnership with the Experts by Experience is one way in which it is able to work alongside people with ‘lived experience’ in order to review and improve services.

In 2017/18 this has included:

  • Membership of the Solihull Together Board, and the Prevention Sub-Committee of the Safeguarding Adults Board - providing an independent voice for people who use services, have a lived experience or are carers
  • Contributing to the development, design and content of the Local Account
  • Supporting special events to celebrate the work of personal assistants across the borough, and development of a project exploring possibilities for older people to employ personal assistants and access direct payments
  • Involvement in developing a questionnaire with a view to establishing a pilot service for adults with autism, and participation in Autism ‘Train the Trainer’ training
  • On-going review and co-production of paperwork for the All Age Disability Team as they evaluate and seek to improve the quality and accessibility of these documents.