Local Government and Social Care Ombudsman (LGO)
Councils are addressing complaint handling processes and implementing changes following Local Government and Social Care Ombudsman investigations.
Lewisham Council is currently exploring the use of Artificial Intelligence to improve resident complaint handling, with its Overview and Scrutiny Committee discussing the Draft Annual Complaints Report for 2025/26 in September 2026. The council noted that many resident contacts are misclassified as formal complaints, inflating numbers. Also in September 2026, Lewisham's Children and Young People Select Committee heard that the council has doubled the speed of annual reviews for Education, Health and Care Plans since 2024, following investigations by the Local Government and Social Care Ombudsman in 2024 and 2025.
In July 2026, Barking and Dagenham Council agreed to pay £1,200 in compensation to a resident after the Local Government and Social Care Ombudsman found fault in its handling of a housing application and an occupational therapy assessment. The LGO had reported that the council failed to explain a priority banding decision and the right to review.
The Local Government and Social Care Ombudsman (LGO) is an independent body that investigates complaints about local authorities and social care providers in England. Councils often respond to LGO findings by implementing service improvements or offering compensation, as seen in recent cases.
Key facts
- Lewisham Council's Overview and Scrutiny Committee discussed the Draft Annual Complaints Report for 2025/26 in September 2026. Source
- Lewisham Council is set to leverage Artificial Intelligence to enhance resident complaint handling. Source
- Lewisham Council has doubled the speed of issuing EHCP review notification letters since 2024. Source
- Lewisham's Children and Young People Select Committee heard about EHCP review improvements in September 2026. Source
- Barking and Dagenham Council agreed to pay £1,200 compensation in July 2026 following an LGO report. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on, with background from Wikipedia. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.