William Eichler 24 July 2024

Councils ‘struggling to cope’ with complaints

Councils ‘struggling to cope’ with complaints  image
Image: Panchenko Vladimir / Shutterstock.com.

More than one in five remedies by councils who have received complaints are being implemented late, Ombudsman finds.

The Local Government and Social Care Ombudsman says a lack of resources means councils are struggling to remedy complaints within the agreed time period.

In its annual review of complaints, the Ombudsman found nearly 60% of all authorities against whom a remedy was required has a late compliance registered against them.

The review also details how it is now upholding 80% of the investigations it carries out, up from 74% in 2022-23.

Ms Amerdeep Somal, Local Government and Social Care Ombudsman, said: ‘What we’re seeing in the majority of cases isn’t a lack of care or an inability to take responsibility for what has gone wrong, but a sector struggling to cope.

‘Councils want to comply with our recommendations, accept responsibility when things go wrong, and provide good services to residents, and our 99.5% compliance rate indicates this is the case. But all too often resources and finances prevent them from doing so as swiftly as they should.’

Ms Somal added that there was ‘a small number of councils’ that are unwilling to respond to the Ombudsman’s investigations as they are expected to.

SIGN UP
For your free daily news bulletin
Highways jobs

Senior Product Support Analyst

Essex County Council
£33512 - £39425 per annum + Hybrid Working
*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the freedom to work from home while still benefiting from in England, Essex, Chelmsford
Recuriter: Essex County Council

Security Architect

Essex County Council
£60049 - £70645 per annum + Hybrid Working
This is a 12 month fixed term contract or secondment opportunity.*Experience the best of both worlds with our flexible hybrid working arrangements. E England, Essex, Chelmsford
Recuriter: Essex County Council

Control Officer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£37602 - £45564 plus shift and weekend allowance
Are you looking for your next opportunity to work as part of a team in a 24-hour emergency control room covering the Boroughs of Richmond and Wandsworth. To be responsible for receiving and logging calls from the public, outside agencies and partners. Use Wandsworth, London
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Senior User Centered Designer

Essex County Council
£60049 - £70645 per annum + Hybrid Working
Interviews will be held on 29th and 30th October 2025.*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the fr England, Essex, Chelmsford
Recuriter: Essex County Council

Network and Communications Lead

Essex County Council
£52621 - £61906 per annum + Hybrid working
Interviews will be held W/C 20th October 2025.*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the freedom to England, Essex, Chelmsford
Recuriter: Essex County Council
Linkedin Banner