Local government reorganisation (LGR) and devolution represent a ‘once-in-a-generation’ opportunity to rebuild trust in councils, the Local Government and Social Care Ombudsman (LGSCO) has said, as new figures reveal a sharp rise in complaints against English authorities.

The Ombudsman's annual review found it received 27,625 complaints in 2025-26 – a 33% increase on the previous year, and more than double the 16% rise recorded the year before. Complaints spanned every service area, from housing and adult social care to special educational needs (SEND) and children's services.

The report argues that local government reorganisation and devolution presents a rare opportunity to break down the barriers that have long hindered joined-up public service delivery which in turn will help rebuild public trust in local services.

Benefits and tax complaints rose fastest, up 65%, followed by housing (46%) and children's services (41%), according to the review. Housing remained the single biggest source of complaints, accounting for almost 20% of the total, with homelessness services and social housing allocations the most common issues raised.

London boroughs recorded the sharpest rise of any authority type, with complaints up 45%. In education, complaints about SEND support made up more than a third of all cases upheld by the Ombudsman – more than any other single issue.

Despite the rise in complaints, the report points to signs of progress. Before launching a full investigation, the Ombudsman first checks whether a council has already handled a complaint properly through its own process.

This year, such cases rose by 20%, suggesting authorities are getting better at resolving issues themselves. And when the Ombudsman does issue formal recommendations, councils act on them in 99.9% of cases – though over 750 instances saw agreed actions carried out later than required.

Comment:

Ombudsman Amerdeep Clarke said: ‘A 33% rise in complaints is not a statistical blip. It is a signal. When people cannot get the help they need, and feel they have no other recourse, they come to us. That so many are doing so tells us something important: there is a serious and growing gap between what residents expect and what they are receiving from their local authorities.

‘The once-in-a-generation programme of local government reorganisation and devolution now underway presents a genuine opportunity to redesign services, break down the silos that have frustrated joined-up delivery for decades, and find locally-driven solutions to problems that have persisted through successive waves of national reform.’

Further reading: Local Government Reorganisation: What It Means and Why It Matters, Devolution and putting place first, Fiscal Devolution – has stuff just got real?, and Local Government Reorganisation: What councils must get right.