Barnet Council is grappling with a significant increase in complaints, with a growing proportion now being generated by artificial intelligence.

The Governance, Audit, Risk Management and Standards Committee (GARMS) heard that the total number of corporate complaints received by the council rose by 47% in the 2025/26 financial year, reaching 4,131. Despite this surge in volume, the proportion of complaints upheld by the council decreased to 28%, suggesting improved service delivery in many areas.

However, the complexity of complaints is also increasing, partly due to the rise in AI-generated submissions. These are often more detailed and require additional time and resources to assess and respond to effectively. The council's strategy for addressing the root causes of complaints, particularly those that might be amplified or initiated by AI, includes strengthening directorate-level oversight, improving Stage 1 response quality and early resolution, and targeting service-specific root causes. The council also aims to build resilience around staff absence and workload, maintain compliance with the Local Government and Social Care Ombudsman (LGSCO) Complaint Handling Code, and introduce specific guidance for handling AI-generated complaints. Learning from complaints is seen as a key insight into service improvement opportunities, complementing quantitative service performance data.

Flowchart illustrating the corporate complaints process, detailing stages, response times, and escalation routes.
Corporate complaints process

Despite the challenges, Barnet's rate of upheld complaints per 100,000 residents (8.1) remains lower than the London average (10.2).

Bar chart showing the number of upheld complaints per 100,000 population in London Boroughs, with a vertical line indicating the London average.
Upheld complaints per 100,000 population in London Boroughs

The council also received no additional concern letter from the Local Government and Social Care Ombudsman (LGSCO) for the second consecutive year, indicating positive performance in complaint handling.

Bar chart showing the outcomes of Local Government and Social Care Ombudsman (LGSCO) investigations over the previous three years, categorized by whether the investigation was upheld, premature, not warranted, or for other reasons not to investigate.
LGSCO Outcomes Over the Previous 3 Years

Priorities for 2026/27 include strengthening directorate-level oversight, improving Stage 1 response quality, and providing guidance for handling AI-generated complaints.