Formal Complaints
Merton Council is addressing a significant increase in formal complaints, partly due to AI-generated submissions.
Merton Council is currently addressing a significant 39% increase in formal complaints, which are official expressions of dissatisfaction with a service. In the 2025/26 financial year, 1,450 stage 1 complaints were logged, with 638 upheld. Sharon Evans, Director of Governance and Civic Services, highlighted in September 2026 that Artificial Intelligence is a contributing factor to this surge, leading to more complex and lengthy complaints.
This trend is being observed nationally, and the increase also relates to issues with Council Tax, homelessness, parking, and refuse collections, alongside economic pressures impacting residents. These figures were presented to a Governance Standards and Audit Committee in September 2026. No upcoming meetings are currently scheduled to discuss formal complaints.
Key facts
- Merton Council recorded 1,450 stage 1 formal complaints in the 2025/26 financial year. Source 1 Source 2
- This represents a 39% increase in formal complaints from the previous year. Source 1 Source 2
- Of the complaints, 638 (44%) were upheld. Source 1 Source 2
- Artificial Intelligence is cited as a factor contributing to the rise in complex complaints. Source 1 Source 2
- These figures were presented to a Governance Standards and Audit Committee in September 2026. 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.