July 28, 2021, Local Government Chronicle: ‘Systemic problems’ in council services on the rise https://www.lgcplus.com/politics/governance-and-structure/systemic-problems-in-council-services-on-the-rise-28-07-2021/
Investigations by the Local Government and Social Care Ombudsman are increasingly unearthing “systemic problems rather than one-off mistakes”, while record numbers of complaints are being upheld.
The watchdog’s review of complaints for 2020-21, published today, finds that it upheld 67% of its investigations - the highest ever proportion.
This continues an upward trend since the ombudmsan started publishing its annual review seven years ago. In its first review, which covered 2013-14, just under half of complaints (46%) were upheld….
There was an increase in the uphold rate of all categories of complaint apart from environmental services and protection, which typically includes complaints about refuse and recycling, noise, pollution and licensing.
Over the 12-month period, the ombudsman found councils were at fault in more than three quarters of complaints investigated about education and children’s services (77%).
Local Government and Social Care Ombudsman Michael King said this year “seems to have been the most difficult” for councils since the watchdog began issuing its annual reviews seven years ago….
“Listening to public complaints is an essential part of a well-run and properly accountable local authority, committed to public engagement, learning, and improvement. I know the best councils still understand this and put local democracy and good complaints handling at the forefront of their services.”
