Complaints against councils surge

8 Jul 04
Complaints against English councils soared in the 12 months to March 2004, figures just out reveal.

09 July 2004

Complaints against English councils soared in the 12 months to March 2004, figures just out reveal.

The local government ombudsmen's annual report, published on July 6, showed that 18,982 complaints were made in the year ended March 31, an increase of 8.4%. It is only the third time in nine years that they have topped the 18,000 mark.

In total, 3,363 complaints were upheld, down by 3% on the previous year.

Housing was responsible for most grievances, at 25%. Many of these were in the areas of homelessness and neighbour nuisance. A further 10% were over housing benefit issues.

Planning was also of concern for many, attracting 21% of complaints, the second highest figure.

The 52-page report also found that the rising use of partnerships to deliver services was making investigation of complaints more difficult. The ombudsmen, Tony Redmond, Patricia Thomas and Jerry White, say that governance arrangements relating to such services 'are sometimes less than clear'.

There were also worries about who deals with complaints against organisations such as housing arm's-length management organisations (Almos).

The report also noted that councils would have to pay back some £75m following a legal ruling that many people were wrongly charged for mental health aftercare after their discharge from hospital.

PFjul2004

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