Local Government & Social Care Ombudsman
Councils are currently reviewing their complaints handling processes and performance, with Kensington and Chelsea reporting a significant rise in adult social care complaints.
Kensington and Chelsea's Adult Social Care & Health Select Committee heard in November 2026 that adult social care complaints rose by 51% in 2025/26, from 67 to 103. This increase was attributed to factors including an increasing elderly population and improved accessibility to the complaints process. Despite this, 92% of complaints were responded to within the council’s target of 10 working days.
Councils are also reviewing their overall complaints performance. In October 2026, Lambeth Council's General Purposes Committee discussed its handling of housing and adult social care complaints, reviewing Housing Ombudsman determinations. Lewisham's Overview and Scrutiny Committee in September 2026 discussed its Draft Annual Complaints Report for 2025/26, identifying areas for service improvement. Bromley Council also reviewed an annual report on complaints received in September 2026.
The Local Government and Social Care Ombudsman is an independent body that investigates complaints about local authorities and social care providers in England. Councils regularly review their complaints performance and engage with the Ombudsman's findings. Barking and Dagenham's Audit and Risk Committee received updates related to the Ombudsman in July 2026, and Barnet's committee noted its performance in September 2025.
Key facts
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 11 November 2026. Spotted a mistake? Email community@opencouncil.network.