Dan Peters 28 July 2020

Ombudsman makes 12% more service improvement recommendations

Increasing systemic problems identified in residents’ complaints has led to the Local Government Ombudsman making more wider service improvement recommendations to councils than ever before.

The Ombudsman made 12% more service improvement recommendations in 2019/20, this week’s annual review of local government complaints revealed.

It said it was finding fault more often, with 61% of complaints investigated in detail upheld - up from 58% last year.

The highest proportion of complaints upheld (72%) were about education and children’s services, which also make up the largest proportion (21%) of the Ombudsman’s workload.

Further reports on authorities that failed to satisfactorily implement a recommendation or respond to a decision were issued four times in the year, with Dudley MBC, Medway Council, and West Sussex and Lincolnshire CCs on the end of criticism.

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