According to the Local Government and Social Care Ombudsman (LGO), over half of all upheld housing complaints in England originate from London. The LGO investigates grievances related to

councils, adult social care providers, and other public services.

The annual review for 2022-23 disclosed that 750 cases were upheld across 34 local authority areas in the London region. This proportion of housing complaints and inquiries in London is almost twice the England average. Surprisingly, although London comprises 16% of England's population, it accounts for more than a quarter (26%) of all complaints and inquiries received.

Of the complaints investigated, more than three-quarters (77%) were upheld, surpassing the England average of 74%.

Aside from housing complaints, the highest percentage of grievances from Londoners pertained to highways and transport, at 19%. However, complaints about children and education constituted a smaller proportion (12%), compared to the England average of 24%.

The annual review also highlighted that the ombudsman received a total of 15,488 complaints and inquiries and made 2,412 recommendations to improve council services—more than ever before. Encouragingly, over 99% of local authorities complied with and implemented the ombudsman's recommendations.

Paul Najsarek, the local government and social care ombudsman, emphasized the importance of getting the basics right in services for residents and handling complaints effectively. He noted that although many local authorities perform well, there are instances where councils repeat the same mistakes and fail to see the bigger picture. Najsarek urged council leaders to learn from common faults and injustices to significantly improve the services they provide to the public.

A spokesperson for London Councils acknowledged the vital local services boroughs provide but expressed concern about funding not keeping pace with rising pressures across the capital. Despite serving nearly 800,000 more residents than in 2010, the overall resources for London boroughs in 2023-24 were 18% lower in real terms than in 2010-11. The spokesperson urged the government to provide boroughs with the necessary powers and resources to sustain services and achieve the desired improvements. Photo by Stephen McKay, Wikimedia commons.