LOCAL GOVERNMENT OMBUDSMAN

Local government complaints increase

The number of complaints about councils that have been investigated and upheld by the Local Government Ombudsman (LGO) has increased this year, new figures have revealed.

The number of complaints about councils that have been investigated and upheld by the Local Government Ombudsman (LGO) has increased this year, new figures have revealed.

According to statistics released today, the LGO received more than 16,500 complaints and enquiries about councils in 2016/17, with education and children's services being the main cause for concern.

The ombudsman said it upheld 54% of complaints that it investigated in detail over the year - up from 51% in the year before. 

It upheld the most complaints in London (60%) while the lowest region was the East Midlands with 44%.

The figures showed that the ombudsman was most likely to find fault in adult social care cases (64% upheld) and least likely to find fault in complaints about planning and development (35% upheld).

Local government and social care ombudsman, Michael King, said: ‘The best councils use our data to scrutinise the services they provide.

'I urge all councils to do that to make their services better in future.

‘I want to encourage an open and mature attitude to complaints - one where they are valued within organisations as free feedback and learning opportunities. 

‘Indeed, how an organisation deals with complaints says a lot about its culture.'

The ombudsman added that a high number of complaints does not necessarily mean a council is performing poorly as it can indicate an authority welcomes feedback.

 

LOCAL GOVERNMENT OMBUDSMAN

'Councils have no excuse for housing failures'

By Neil Merrick | 05 June 2025

Councils have no excuse for failing to improve housing after a watchdog highlighted complaints made by tenants rose by 474% in five years, a housing expert h...

LOCAL GOVERNMENT OMBUDSMAN

A story of smarter SEND funding

By Natalie Kenneison | 05 June 2025

Natalie Kenneison says that despite soaring SEND deficits, a quieter story of progress is unfolding that shows what’s possible when councils take a structure...

LOCAL GOVERNMENT OMBUDSMAN

Councils with climate action plans double

By Joe Lepper | 05 June 2025

The number of councils with climate action plans in place has almost doubled over the last seven years amid fears around the risk of flooding and extreme hea...

LOCAL GOVERNMENT OMBUDSMAN

The cap doesn't fit

By Justin Griggs | 05 June 2025

Capping some or all parish and town councils would seriously threaten their effectiveness and undermine the broader agenda of devolution and community empowe...

Popular articles by Laura Sharman