Local government complaints to Ombudsman rose 3.5% in 2017-18

The Local Government and Social Care Ombudsman (LGO) received 17,452 complaints and enquiries about local government in 2017-18, compared with 16,863 in the previous year, its annual review of local government complaints – published today – has revealed.

The Ombudsman also said that the proportion of complaints it upheld had increased to 57%. This was up from 54% the previous year and 46% in 2014.

The annual review also said that:

  • The LGO issued 40% more public interest reports about local authorities.
  • It made 21% more recommendations for service improvements.
  • It issued 3% more recommendations to remedy personal injustice (from 2,428 to 2,566).
  • Complaints upheld about Children and Education services increased from 38% to 65%.
  • London accounted for the highest proportion of complaints, of all the regions, with 25% of all complaints being about London authorities.
  • London had the highest uphold rate, with 63% of all detailed investigations being upheld.
  • The South East region had the lowest uphold rate at 48%.
  • The North East had the highest proportion of Children and Education complaints upheld, with the East Midlands having the lowest proportion.
  • The North West had the highest proportion of Adult Care complaints upheld, with the South East area having the lowest.
  • London also had the highest proportion of housing complaints (25%), and the highest uphold rate (68%).

Michael King, Local Government and Social Care Ombudsman, said: “The raw data included in our report can only tell a part of the story – the wider outcomes from the complaints we receive are far more important than the numbers.

“For a long time, we’ve been pressing just how important complaints can be as a learning tool for local authorities – and a great source of free feedback about the health of the services they provide.

“We know being on the receiving end of an upheld complaint can be a tough pill to swallow, particularly in these difficult times. But this year, we’ve seen some really positive examples of councils taking on board our recommendations, making root and branch reviews of their services and putting in place changes that will help many more than just the person who originally came to us.

“Over the coming year I hope even more councils will take on a more mature and positive reflection of the data we provide, their annual letters and the many focus reports and public interest reports we issue and use these tools to scrutinise where their own services might be improved.”