Complaints about education and children’s services ‘dominating’ watchdog’s work

Issues with education and children’s services are the leading cause of complaints to the local government watchdog, but housing cases are now the second biggest area of concern for people complaining.

The data comes following the Local Government and Social Care Ombudsman’s annual review of complaints for 2024-25 show a continued increase in its caseload, with a record number of complaints received, exceeding 20,000 for the first time.

Of these complaints, Education and Children’s Services made up more than a quarter (27%) of the caseload and nearly half (47%) of all upheld investigations.

The Ombudsman found fault in 91% of all Education and Children’s complaints, and 94% of cases involving special educational needs provision.

Ombudsman Amerdeep Somal, said that as the watchdog for local government and social care, the complaints they receive 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.

Housing cases accounted for 17% of all cases received, and accounted for a higher proportion than last year. Of those cases investigated, the Ombudsman upheld 85%, with issues remaining particularly acute in the London area.

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

The report found that, in total, 83% of all investigations carried out were upheld, but that compliance with recommendations remained high at 99.7%.

Ms Somal continued: “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.”