complaints
Councils are addressing rising complaint volumes, including AI-generated submissions, and working to improve response times and member conduct.
Barnet Council is grappling with a 47% surge in corporate complaints in the 2025/26 financial year, with a growing proportion generated by artificial intelligence, as heard by the Governance, Audit, Risk Management and Standards Committee in September 2026. In Kensington and Chelsea, the Leadership Team noted a dip in housing repair satisfaction to 82.65% and a rise in anti-social behaviour cases in the first quarter of the financial year, as reported in September 2026.
Lambeth Council's Audit and Risk Committee was informed in July 2026 of a nearly 50% surge in complaints and enquiries in 2025/26, impacting response times. Similarly, Barking and Dagenham Council missed its target for responding to complaints within the agreed timeframe, addressing only 70% of complaints within target, according to a September 2025 report to the Audit and Risk Committee. Tower Hamlets Council's Standards Advisory Committee reviewed its member conduct strategy in March 2026, addressing a rise in complaints.
Harrow Council's Children's Services faced scrutiny in November 2025 regarding statutory non-compliance with complaints procedures, as reported to the Governance, Audit, Risk Management and Standards Committee. Ealing Council promised a review of noise levels from events in Gunnersbury Park in October 2025, following resident complaints.
Key facts
- Barnet Council saw a 47% increase in corporate complaints in the 2025/26 financial year, reaching 4,131. Source
- Kensington and Chelsea Council's housing repair satisfaction fell to 82.65% in Q1 of the financial year. Source
- Lambeth Council experienced a nearly 50% surge in complaints and enquiries in 2025/26, totalling 27,563 cases. Source
- Tower Hamlets Council's Standards Advisory Committee reviewed its member conduct strategy in March 2026. Source
- Barking and Dagenham Council responded to 70% of complaints within the target timeframe. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. 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.