Local Government & Social Care Ombudsman
Councils are addressing concerns about complaint handling processes and the impact of Local Government and Social Care Ombudsman findings.
Lewisham Council's complaint handling was criticised for misclassification and delays in September 2026, following a review of its Draft Annual Complaints Report for 2025/26 by the Overview and Scrutiny Committee. Barnet Council's Governance, Audit, Risk Management and Standards Committee heard in September 2026 that complaints rose by 47% in 2025/26, with a growing proportion generated by artificial intelligence.
Hillingdon Council has seen an increase in upheld complaints to the Local Government and Social Care Ombudsman since new Complaint Handling Codes were implemented in April 2024, according to a February 2026 review by its Standards Committee. In July 2026, Hounslow Council formally accepted LGSCO findings regarding failures in its Special Educational Needs and Disabilities provision.
The Local Government and Social Care Ombudsman is an independent body investigating complaints about local authorities and social care providers. Councils regularly review reports from the Ombudsman, with Greenwich Council's Cabinet noting LGSCO annual reports for 2023/24 and 2024/25 in February 2026.
Key facts
- Lewisham Council's complaint handling was criticised for misclassification and delays in September 2026. Source
- Barnet Council saw a 47% rise in complaints to 4,131 in the 2025/26 financial year. Source 1 Source 2
- Hounslow Council formally accepted LGSCO findings on SEND provision failures in July 2026. Source
- Hillingdon Council experienced an increase in upheld LGSCO complaints after new codes were implemented in April 2024. Source
- Greenwich Council's Cabinet reviewed LGSCO annual reports for 2023/24 and 2024/25 in February 2026. 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.