Complaints to Local Government and Social Care Ombudsman about housing overtake adult services, but children's services and education complaints “still dominate”

In an annual review of the Ombudsman’s complaints for 2024-25, published today (16 August), figures show a record number of complaints received - exceeding 20,000 for the first time.

Of these complaints, Education and Children’s Services made up 27% of the caseload and 47% of all upheld investigations.

According to the report, the Ombudsman found fault in 91% of all Education and Children’s complaints, and in 94% of cases involving special educational needs (SEN) provision.

Meanwhile, housing cases accounted for 17% of all cases received - an increase from the previous year.

Of those cases investigated, the Ombudsman upheld 85%, with issues remaining “particularly acute” in the London area, it observed.

The third highest area of casework was adult care services, accounting for 13% of the Ombudsman’s workload – a slightly smaller proportion than last year. Of these, 78% of investigations carried out were upheld.

Positively, the report revealed a 99.7% compliance rate with the Ombudsman’s recommendations – with only 10 reported cases in which the Ombudsman was “not satisfied” the authorities had provided the agreed remedy.

The Ombudsman said: “When this happens, we consider a range of actions, including issuing a report and opening a new investigation. […] Non-compliance is also reported publicly on our website.”

Amerdeep Somal, Local Government and Social Care Ombudsman, said: “Sitting at the apex of the complaint system for English local authorities, the complaints we receive – and the faults we find – can act as a bellwether for the state of local services across the country.

“We are receiving a higher number of complaints year-on-year and upholding those complaints in greater numbers. This reflects how systemic some of the issues across local government are.

“I appreciate national pressures in the key areas of Special Educational Needs, availability of housing and adult care are putting enormous strain on local authorities, but we still hold them accountable to the law and guidance and the high standards people expect from their local services. We are finding more fault, but I welcome their overwhelming compliance with the recommendations we make.”

Lottie Winson