Ombudsman records sharp rise in complaints about local authorities

The number of complaints made to the LGO about the provision of adult social care by local authorities rose by 16% in the year to April 2013, while the biggest rise in complaints related to benefits and council tax, which recorded an increase of 26% in the same period.

However, the number of social housing complaints dropped by 39% due to the transfer of social housing complaints to the Housing Ombudsman Service in April 2013, leaving the total number of complaints received by the Ombudsman almost unchanged year-on-year at 20,306. Of these, 18,436 related to local authorities, with the remainder made about private social care providers.

Almost half (48%) of complaints about adult social care were upheld by the Ombudsman, and 49% of complaints about benefits and tax were upheld. In respect of social care, the most common complaints related to assessment and care planning; fees, grants and payments and residential care.

The LGO also called on local authorities to improve their complaints handling procedures as it emerged that that  43% of complainants had not been made aware that they could refer their complaint the Ombudsman and 56% said that they had not been made aware of the local authority's complaint handling procedures.

The Local Government Ombudsman, Dr Jane Martin, said: “It is important that the public has a clear route to redress when things go wrong.. We want to work with councils to support excellent local complaint handling so that things are put right as quickly as possible. Our research highlights areas where improvements could be made to ensure the complainant’s journey runs as smoothly as possible.”

A PDF copy of the Review of Local Government Complaints 2013/14 can be downloaded here.