Newham Council's Cabinet has reviewed the Annual Complaints Report for 2025/26, noting a 6% reduction in overall complaints. However, performance in responding within target timescales declined to 69%.
The report, presented at the Cabinet meeting on Tuesday 15 September 2026, highlighted key learning from complaints and Ombudsman investigations across various council services. While Waste saw a 9% reduction in complaints and Housing Repairs saw a 13% reduction, Council Tax experienced a significant 365% increase in complaints following an overhaul of billing and debt collection. Stage 2 corporate complaints also rose by 29%, and Stage 1 Statutory Social Care complaints doubled in Adult Social Care and increased by 97% in Children's Social Care.
Cabinet endorsed a planned improvement programme for 2026/27, focusing on enhancing timeliness, reducing avoidable complaints, strengthening quality assurance, improving Ombudsman compliance, and enhancing the member experience. The primary reasons for upheld complaints identified in Local Government and Social Care Ombudsman (LGSCO) investigations for 2025/26 included fault and injustice, delays in implementing recommendations, and general dissatisfaction with services received. For Housing Ombudsman cases, property condition and complaints handling were key drivers of compensation awards.
Key areas for improvement identified from upheld complaints included communication and engagement, accurate documentation and record keeping, clarity of information regarding financial assessments and direct payments, and service delays. The improvement programme aims to address these by restoring timeliness to above the 95% corporate target through Directorate Performance Recovery Plans and improved reporting with early-warning triggers. It also seeks to reduce avoidable complaints by analysing root causes in high-volume areas like Waste and Housing Repairs, and by reviewing resident journeys in Housing Needs and Housing.
Strengthening learning and quality assurance will involve regular root cause analysis reporting and embedding Learning and Action Plans. The programme also aims to improve Ombudsman outcomes by robustly tracking remedies and ensuring early warning triggers apply to Ombudsman cases. Furthermore, the 'member experience' will be enhanced through a comprehensive Councillor Induction Programme and performance dashboards for councillors to track service trends and outcomes within their wards.
The recommendations outlined in the Annual Complaints Report for 2025-26 do not carry budgetary implications. However, other improvement programmes, such as the Community Neighbourhoods Model, will involve Special Responsibility Allowances for Lead Members funded from the member allowances budget, with any future staffing resource requirements subject to separate budget considerations. The Housing Services Improvement Programme (HSIP) costs will be met from its allocated budget, with any material variances requiring further approval.
Further details on the improvement programme:
- Restore Timeliness and Deliver Sustainable Performance: Aiming for over 95% in-time responses through Directorate Performance Recovery Plans, improved reporting with early-warning triggers, and highlighting 'aged cases'.
- Reduce Failure Demand and improve Resident Experience: Targeting high-volume root causes of avoidable complaints, with specific analysis in Waste and Housing Repairs, and reviewing resident journeys in Housing Needs and Housing.
- Strengthen Learning and Quality Assurance: Implementing regular root cause analysis, embedding Learning and Action Plans, and rolling out a Quality Assurance Framework.
- Improve Ombudsman Outcomes and Timely Compliance: Tracking financial and non-financial remedies, applying early warning triggers to Ombudsman cases, and embedding feedback loops for policy improvements.
- Improve Member Experience: Providing a comprehensive Councillor Induction Programme and performance dashboards for councillors.
The report can be found in the Supplementary Agenda Pack 1 - Annual Complaints Report here.