Complaints | LocalGov

Leader bullied two senior officers, report finds

15/03/2024

A council leader’s behaviour towards two senior officers amounted to bullying, a report into a code of conduct complaint has found.

Ombudsman: Family left ‘sofa surfing’ for a year

01/03/2024

Waltham Forest Council has apologised after a family was forced to stay with relatives and friends – or ‘sofa surfing’ – for a year because the local authority forgot about them.

Birmingham failed residents over damp and mould, ombudsman finds

22/02/2024

The Housing Ombudsman has found six cases of severe maladministration in Birmingham City Council’s handling of issues reported by tenants.

Council appeared to be in ‘crisis management mode’

20/02/2024

‘Multiple and repeated’ failures by Hammersmith and Fulham Council left residents feeling ‘anything but secure in their homes’, a special investigation has found.

New complaint handling codes launched

08/02/2024

New closely aligned codes aimed at making good complaint handling easier for local authorities have been launched.

Maladministration findings ‘springboard’ to better services, Croydon told

16/01/2024

Croydon Council has been told by the Housing Ombudsman to use learning as a ‘springboard to deliver better services’ after severe maladministration findings.

Council improvements not ‘felt by residents’

11/01/2024

Lambeth Council’s complaints handling process has improved but the results have not been ‘seen and felt by its residents’, according to the Housing Ombudsman.

Council slammed over complaints response

11/01/2024

A watchdog has been ‘compelled’ to publicly highlight Bury Council’s failures after the authority took too long to remedy complaints.

Council failure left ambulance unable to reach resident

15/11/2023

Stevenage Borough Council’s failure to fix a disabled resident’s door entry system left the ambulance service unable to attend to him, a watchdog has found.

Social housing complaints hit record high

17/10/2023

Complaints against social housing landlords last year saw a record spike due to poor property conditions and media coverage after the death of Awaab Ishak.

Council failed for years over restaurant complaints

21/09/2023

A homeowner suffered years of distress because Brentwood council failed to properly investigate nuisances caused by a next-door restaurant, the local government ombudsman has found.

Record non-compliance in landlords’ complaint handling

19/09/2023

A record number of landlords did not comply with complaint handling failure orders in the last quarter, the Housing Ombudsman has found.

Council apologises after man with dementia left unsupported

08/09/2023

Calderdale Council has apologised after a man with a rapidly progressing form of dementia was left in unsuitable hotel accommodation for too long.

Surge in upheld SEND complaints

04/09/2023

A growing number of complaints involving special educational needs and disability (SEND) provision and education, health and care (EHC) plans are being upheld by the local government ombudsman.

Complaint handling failure leaves children at risk

15/08/2023

Stoke-on-Trent City Council has been criticised after a complaint handling failure left vulnerable children in a damp and mouldy property.

Councils failing to tackle antisocial behaviour

15/08/2023

Local authorities are failing to use the tools available to them to tackle antisocial behaviour, according to the Local Government and Social Care Ombudsman.

Council criticised for failing to investigate noise complaint

09/08/2023

A couple who owns a company in Gloucester have accused the council of costing them business by not investigating their complaint against a noisy neighbour.

First joint Ombudsmen investigation criticises complaint handling

08/08/2023

Nottingham CC has been criticised for the way it dealt with antisocial behaviour in what was the first joint investigation by the two Ombudsmen’s services.

Liverpool CC praised for complaints handling improvements

27/07/2023

Liverpool City Council has been praised for the improvements it has made in the way it handles complaints.

Ombudsman orders landlord L&Q to pay £142,000

27/07/2023

One of the biggest social landlords in Britain has been ordered to pay £142,000 after an investigation revealed it was ‘dismissive’ of complaints.

Education and children's services top complaints to Ombudsman

26/07/2023

The Ombudsman’s annual complaints statistics have revealed education and children’s services as the key areas of concern, making up a quarter of the workload.

Housing Ombudsman inspecting Lambeth Council over complaint handling

11/07/2023

The Housing Ombudsman is scrutinizing Lambeth Council’s complaint handling after finding that residents from a previously resolved case had problems return.

Edinburgh Council re-investigating pink door allegations

11/07/2023

Edinburgh woman who was threatened with a £20,000 fine for painting her door pink is facing an investigation after allegations she had painted it pink again.

Investigation reveals complaints backlog in Kent

06/07/2023

Kent County Council has a backlog of 170 unanswered children’s services and education complaints, an investigation has revealed.

Ombudsman ruling against Milton Keynes Council

21/06/2023

The housing ombudsman has made a finding of severe maladministration against Milton Keynes Council

Rise in complaints because of cuts, says research

21/06/2023

Complaints taken up by councils have increased because of cuts in budgets, according to new research.

Complaint handling delay leaves Ealing resident vulnerable

15/06/2023

A nine-month delay in Ealing Council’s complaint handling left a vulnerable resident without redress, Ombudsman says.

Learn from complaint handling errors, Ombudsman says

13/06/2023

The Ombudsman has called on landlords to learn from the way complaints about housing have been handled ahead of a shakeup in the system next year.

Ombudsman highlights importance of proper complaints handling

09/06/2023

Ombudsman reminds local authorities about the importance of handling complaints properly after it found problems with two councils’ procedures.

Councils urged to improve knowledge and information management

24/05/2023

Knowledge and information problems have led to vulnerabilities being missed and financial detriment for residents seeking housing help, says Ombudsman.

Care home accused of ‘contemptuous’ behaviour

27/04/2023

Ombudsman has accused a Leicester care company boss of sending ‘intimidating, abusive and threatening emails’ to an elderly woman who complained.

Wakefield residents warn of ‘concrete jungle’ risk

03/04/2023

Residents of a village near Wakefield in West Yorkshire have objected to a major housing development they claim will turn the area into a ‘concrete jungle’.

Stoke-on-Trent tops list of smelliest places

14/03/2023

Stoke-on-Trent received the highest number of complaints about bad smells in the UK in the last year, according to new figures.

Birmingham City Council to review respite care complaints process

02/03/2023

Birmingham is to review the way it responds to complaints about respite care for children with disabilities after it told families to appeal to the Ombudsman.

Social care users ‘failed’ by complaints system, watchdog says

28/02/2023

Adults attempting to challenge social care decisions made by councils are ‘being failed’, the national equalities watchdog has said.

Council officer apologises for ‘racist’ bacon comment

13/02/2023

A Leeds council officer made offensive remarks about bacon sandwiches which could be construed as racist, an investigation has found.

Ombudsman publishes record keeping 'good practice' guide

02/02/2023

A new guide to help care providers learn from complaints involving record keeping was today published.

Council apologises for failing to fix two-year-old leak

24/01/2023

Leeds City Council acknowledges there were failings within its repair service that led to a resident living with damp in both the kitchen and bathroom.

Council apologises after RCVs struggle to reach bin stores

19/01/2023

Brighton & Hove CC has apologised after its refuse collection vehicles were unable to reach the sites of bin stores that were approved by council planners.

Ombudsman criticises Birmingham council of ‘maladministration’

12/12/2022

Birmingham CC has apologised for failing on multiple occasions to take action over a housing disrepair claim when prompted by the resident and the local MP.

Council’s handling of FOI request ‘inappropriate’

07/12/2022

The way Sheffield City Council records and labels information is ‘inappropriate’, an investigation into how the council handles FOI requests has found.

Council criticised after man left homeless

24/11/2022

Shropshire Council has been criticised after a man was left homeless for too long because the council did not understand its responsibilities towards him.

Council criticised for failing to tackle issues with bin collections

10/11/2022

Birmingham City Council has been criticised for blaming 'rogue crews' for failures in bin collections by the Local Government and Social Care Ombudsman.

Cost of care ‘common theme’ in council complaints

12/10/2022

The underfunding of social care has meant that the cost of providing care has become an increasingly common theme in complaints against councils, says report.

Housing complaint handling processes must be ‘accessible’

08/09/2022

All local authority landlords and housing associations must ensure that their complaint handling processes are accessible and consistent, Ombudsman says.

Council criticised after homophobic abuse complaint

26/05/2022

Coventry City Council has been criticised for not doing enough to help a man who was subject to homophobic abuse.

Gove criticises social housing landlord after ‘severe maladministration’ finding

24/05/2022

Michael Gove has criticised England's largest social housing landlord after an investigation found the housing body was guilty of ‘severe maladministration’.

Dealing with complaints became ‘casualty of crisis’, Ombudsman says

24/02/2022

COVID-19 ‘magnified stresses’ that councils were already faced with before the pandemic and dealing with complaints became a ‘casualty’, report says.

Councils urged to improve record-keeping of private housing complaints

10/02/2022

Councils have been urged to properly record complaints about the private rented sector after campaigners found over half are failing to accurately do so.

Council found guilty of ‘maladministration’ over leaky roof complaint

11/01/2022

The London Borough of Ealing has said it is reviewing its working practices after the Housing Ombudsman found that it was guilty of ‘severe maladministration’.

Call for ‘zero-tolerance’ on damp in social homes

26/10/2021

Tackling damp and mould must be a higher priority for social landlords, the Housing Ombudsman has said in a new report.

Council apologises for backlog of hundreds of noise complaints

07/10/2021

A backlog of hundreds of noise complaints has been uncovered at Calderdale Council following an investigation by the ombudsman.

Councils dealt with 1,000 noisy neighbour complaints a day during lockdowns

02/09/2021

Councils dealt with 1,000 complaints about noisy neighbours every day during the pandemic, new research has revealed.

Review highlights 'widening cracks' in council complaints systems

28/07/2021

The ombudsman has warned about the erosion to the way complaints are being handled by local councils.

Inquiry launched into challenging adult social care decisions

20/07/2021

An inquiry has been launched to examine how people can challenge decisions made by local councils about adult social care.

Council pledges to improve its adoption recruitment process

08/07/2021

City of Wolverhampton Council has agreed to ensure its adoption recruitment procedure to ensure it meets statutory guidelines following an investigation by the Local Government and Social Care Ombudsman.

Bristol City Council apologises for ‘distress’ caused by mishandling of complaints

26/05/2021

Bristol City Council has apologised after being criticised for failing to provide evidence it had completed Ombudsman recommendations in two separate complaints.

County to review its SEN services following ombudsman investigation

20/05/2021

Hampshire County Council has agreed to reviews its SEN services following an investigation by the Local Government and Social Care Ombudsman.

Local councils complain about poor banking services

30/04/2021

The National Association of Local Councils (NALC) has warned it has received a groundswell of complaints about poor banking services across England.

Ombudsman criticises council for failing to investigate mother’s complaint

11/03/2021

Isle of Wight Council has been criticised for failing to properly investigate a mother’s complaint about the way it removed her disabled son’s personal budget.

Leader of Merthyr Tydfil Council suspended for seven months

05/01/2021

The leader of Merthyr Tydfil Council has been suspended for seven months after he breached its code of conduct.

Sheffield Council to compensate family after 'catalogue of errors' in education provision

05/11/2020

Sheffield Council has been asked to pay £20,000 in compensation after it failed to provide a suitable education for a boy with special educational needs.

Housing Ombudsman names six councils with highest number of maladministration findings

07/09/2020

A new report from the housing Ombudsman has found that maladministration in the handling of complaints by landlords is the area of ‘most consistent concern’.

Ombudsman will re-open for complaints about councils from next week

26/06/2020

The ombudsman that investigates problems with local authorities will resume accepting new complaints from next week.

New guidance to help councils deal with complaints during crisis

05/05/2020

Councils and care providers have been reminded to keep responding to complaints during the coronavirus pandemic.

Family ‘left in distress’ after council fails to investigate noise complaint

29/01/2020

A council in West Northamptonshire has been criticized by the Ombudsman for its handling of a noise complaint from residents living near an industrial estate.

Ombudsman upholds two thirds of care complaints

19/09/2019

But despite this complaints about care have fallen and in the vast majority of cases his recommendations are carried out, council leaders say.

Council criticised after SEN child left without education for over a year

12/09/2019

Worcestershire CC complaints policy has been criticised after a boy with special educational needs was left without appropriate education for 14 months.

Ombudsman criticises county for failing to complete agreed remedy

04/09/2019

Staffordshire County Council has come under fire from the local government ombudsman for failing to carry out remedies agreed following an investigation.

Children’s services top list of complaints against councils

31/07/2019

Official complaints about children’s services and adult social care have topped an annual review of local government complaints for 2018-19.

Ombudsman tells councils to ‘be clear’ about home-schooling visits

18/07/2019

Councils must be clear with parents of home-schooled children whether home visits are routine or triggered by specific concerns, the Local Government and Social Care Ombudsman has said.

Social housing tenants ‘failed’ by poor regulation

10/06/2019

Social housing tenants are being forced to report the same problem with their home multiple times, a housing charity has warned today.

Ombudsman welcomes move to streamline complaints

31/05/2019

The Local Government and Social Care Ombudsman has welcomed a decision by the trade body representing bailiffs to give up dealing with complaints from members of the public.

Councillor resigns amid anti-Semitism row

03/04/2019

A Labour councillor who was deselected has resigned accusing the local party of not dealing with complaints of racism, anti-Semitism and homophobia.

Ombudsman publishes guide for handling social care complaints

15/03/2019

Directors of adult social services have welcomed the publication of a good practice guide for helping adult social care providers improve complaints handling.

Watchdog warns people regret not raising concerns about their care

19/02/2019

Nearly seven million people who have accessed health and social care services in the past five years have had concerns about their care but never raised them, according to new research.

Carers leave vulnerable woman ‘screaming in pain'

09/01/2019

A vulnerable woman in Blackpool was left with serious burns on her leg after carers left her too close to a hot radiator, the local government Ombudsman has found.

Saying sorry goes a long way

04/12/2018

Mark Whitehead calls on councils to make a direct apology to the public when something goes wrong.

Council chief says on YouTube: 'I'm sorry about bin chaos'

28/11/2018

A council leader has gone online to apologise to residents over chaos caused by a reorganisation of bin collections.

Councils must act on care service complaints, ombudsman says

28/11/2018

Councils facing a rising tide of complaints from the public about care services must listen to them and take action, the government regulator has warned.

A sign of cutting corners?

09/10/2018

With figures revealing the number of complaints about local councils are on the rise, what does this say about the performance of the sector? Neil Merrick investigates.

Northants council-owned company spends ‘thousands’ on luxury events

11/09/2018

An investigation has been launched after it was revealed a company belonging to cash-strapped Northamptonshire CC spent ‘thousands’ on luxury events.

One man lodges 673 complaints about local council

14/08/2018

A Hull man may hold the record for complaining about his local council.

In-house mediation service at Suffolk

24/07/2018

Sally Marlow and Helen Muddock look at how Suffolk County Council created a 'mediation culture' to deal with staff complaints.

Nearly 60% of investigations against councils upheld by Ombudsman

12/07/2018

Over half of the investigations into complaints against local authorities were upheld in 2017-18, according to new figures.

Council installs CCTV after library sex incident

25/04/2018

Isle of Wight Council has been forced to upgrade security measures at a local library after a couple were caught having sex among the bookshelves.

Cheshire councillor investigating misconduct suspended

13/04/2018

The Cheshire East Council councillor investigating two senior officers over concerns about the way contracts were awarded has been asked to ‘step down’.

Council criticised for procurement ‘maladministration’

11/04/2018

A council in Northern Ireland has been criticised for ‘maladministration’ in its procurement of stewarding services.

Councils urged to be clear on care home costs

11/01/2018

Councils have been reminded to give families accurate information about care home fees by the ombudsman, following a complaint against Lincolnshire County Council.

Council investigates after extremist makes video announcement from Mayor’s chair

10/01/2018

Belfast City Council is investigating a video made by the deputy leader of the far-right group Britain First which was shot while she sat in the Lord Mayor's chair.

Councils acting 'positively' on social care complaints

20/11/2017

Councils and care providers implemented more than 1,300 recommendations to put things right for people who complained to the local government ombudsman last year.

Councils taking a week to deal with waste complaints, survey reveals

10/10/2017

More than third of people have complained to their local council about a problem with waste and recycling services, a new survey has revealed.

Campaigners call for inquiry into councils' 'toxic' loans

25/09/2017

Residents have raised objections against risky high-interest loans in 46 local authorities, campaigners have revealed.

Council criticised after reducing care for autistic brothers without consulting mother

07/09/2017

A London council has been criticised for reducing the care and support packages of two autistic brothers without involving their mother in the decision.

Residents opt for phone to contact council about missed bin collections

09/08/2017

People would prefer to call their local council if complaining about a missed waste or recycling collection, a survey has revealed.

Councils urged to scrutinise data on complaints

02/08/2017

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.

Vulnerable adults let down by ‘poor’ social work, ombudsman says

19/07/2017

Vulnerable adults are being let down by ‘poor’ social work practice, Ombudsman reports.

Petition calls on tower blaze council cabinet to quit

18/07/2017

A petition with more than 1,500 signatures has demanded the entire cabinet at Kensington & Chelsea RLBC should quit over its handling of the Grenfell fire.

Council orders probe into voting problems

14/06/2017

An investigation has been commissioned by Newcastle-under-Lyme Borough Council after problems were raised with people voting in the General Election.

One in five waste issues take over a week to resolve, survey reveals

12/06/2017

Over 20% of all waste and recycling issues raised by the public take more than a week to resolve, a new survey reveals.

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