How to Complain About a Council

Understanding Council Complaints, Escalation Routes, Ombudsman Investigations, Judicial Review & Your Rights

Local Authorities (Councils) provide many important public services including housing, homelessness support, adult social care, children's services, education, planning, environmental health, council tax administration, safeguarding, and community support.

Most interactions with councils are resolved without difficulty. However, there may be 

occasions when individuals feel a council has:

• Made an incorrect decision.
• Failed to provide a service properly.
• Ignored relevant evidence.
• Delayed action unnecessarily.
• Failed to communicate effectively.
• Treated someone unfairly.
• Failed to follow procedures.
• Provided poor customer service.

Councils are accountable for the services they provide and should have clear complaints procedures to help resolve concerns fairly and transparently.

Your Rights When Complaining

When raising concerns about a council service, you generally have the right to:

✓ Be treated fairly and respectfully.

✓ Have your complaint considered properly.

✓ Receive a response within published timescales.

✓ Submit evidence and supporting information.

✓ Request reasonable adjustments.

✓ Escalate concerns where appropriate.

✓ Access complaint procedures.

✓ Challenge inaccuracies.

✓ Seek independent review where available.

✓ Expect accountability from public authorities.

Before Making A Complaint

It is often helpful to:

• Gather relevant documents.
• Keep copies of correspondence.
• Create a timeline of events.
• Identify the specific issue.
• Consider the outcome you are seeking.

Examples of outcomes may include:

• An explanation.
• An apology.
• Correction of records.
• Reconsideration of a decision.
• Service improvements.
• Compensation for maladministration where appropriate.

Step 1 – Raise Concerns Informally

Many issues can be resolved quickly without making a formal complaint.

Contact the relevant department directly and explain your concerns.

Examples may include:

Housing Team

Housing applications, homelessness support, housing repairs, temporary accommodation.

Children's Services

Family support, safeguarding concerns, assessments, support plans.

Adult Social Care

Care assessments, support plans, safeguarding, support services.

Homelessness Team

Housing applications, prevention duties, accommodation concerns.

Council Tax Team

Billing, discounts, exemptions, recovery action.

Planning Department

Planning decisions, enforcement concerns, applications.

Why Informal Resolution Can Help

It may:

• Resolve misunderstandings quickly.
• Correct administrative errors.
• Avoid unnecessary delays.
• Provide explanations.
• Prevent escalation.

Always keep a record of:

• Dates.
• Names of officers spoken to.
• Emails sent.
• Responses received.

Step 2 – Submit A Formal Complaint

If concerns remain unresolved, you may wish to make a formal complaint.

Most councils provide complaint forms, online portals, email addresses, or postal options.

What To Include

Your complaint should clearly explain:

What Happened

Provide a factual summary.

Why You Are Complaining

Explain the problem clearly.

What Evidence Supports Your Complaint

Examples:

• Letters
• Emails
• Assessment reports
• Medical evidence
• Housing documents
• Meeting notes
• Photographs

What Outcome You Seek

Be specific about what you want the council to do.

Complaint Writing Tips

✓ Stay factual.

✓ Remain polite and professional.

✓ Focus on evidence.

✓ Avoid emotional language where possible.

✓ Include dates and timelines.

✓ Attach relevant documents.

Most Councils Use A Two-Stage Complaints Procedure

Although procedures vary, many councils operate:

Stage 1 Complaint

The council investigates and responds.

Stage 2 Complaint

If dissatisfied, you may request further review.

A more senior officer or complaints team may reconsider the matter.

Common Complaint Issues

Examples include:

• Poor communication.
• Delays.
• Failure to follow procedures.
• Inaccurate records.
• Poor customer service.
• Failure to consider evidence.
• Assessment concerns.
• Service failures.
• Safeguarding concerns.
• Housing delays.
• Council tax administration errors.

Evidence Standards Handbook

Strong complaints are often supported by evidence.

Useful evidence may include:

Correspondence

• Emails
• Letters
• Text messages

Official Documents

• Assessments
• Decisions
• Reports
• Care plans

Records

• Meeting notes
• Call logs
• Complaint responses

Supporting Evidence

• Medical records
• Housing documents
• Educational evidence
• Financial information

Keep Copies Of Everything

Retain:

✓ Complaint letters.

✓ Evidence submitted.

✓ Council responses.

✓ Notes of conversations.

✓ Dates and timelines.

Step 3 – Escalate The Complaint

If you remain dissatisfied after completing the council's complaints process, independent review options may be available.

Local Government & Social Care Ombudsman (LGSCO)

The Ombudsman investigates complaints about councils and certain local public services.

What The Ombudsman May Investigate

Maladministration

Poor administration or procedural failures.

Service Failures

Failure to deliver services properly.

Unfair Treatment

Where individuals have been treated unfairly.

Unreasonable Delays

Excessive delays causing injustice.

Failure To Follow Procedures

Ignoring legal duties or policies.

Failure To Consider Relevant Information

Where evidence appears not to have been properly considered.

What The Ombudsman Cannot Usually Do

The Ombudsman normally cannot investigate:

• Matters not yet through the council complaints process.
• Certain court matters.
• Issues outside its jurisdiction.

Possible Ombudsman Outcomes

The Ombudsman may recommend:

• Apologies.
• Service improvements.
• Reconsideration of decisions.
• Financial remedies.
• Procedural changes.

Contacting Your Councillor

Residents may also contact their elected councillor.

Councillors may:

• Raise concerns with departments.
• Request updates.
• Assist with communication difficulties.
• Highlight service concerns.

Councillors do not normally overturn decisions but may help resolve problems.

Judicial Review

Some council decisions may be challenged through Judicial Review.

What Is Judicial Review?

Judicial Review is a legal process where a court considers whether a public body acted lawfully.

It is not normally concerned with whether a decision was "right" or "wrong", but whether it was made lawfully.

The Court May Consider Whether The Council:

✓ Acted within its legal powers.

✓ Followed correct procedures.

✓ Considered relevant evidence.

✓ Ignored irrelevant considerations.

✓ Acted fairly.

✓ Acted reasonably.

Important Warning

Judicial Review has strict time limits.

Independent legal advice should be sought immediately if Judicial Review is being considered.

Advanced Claimant Protection

When challenging council decisions:

Keep A Detailed Timeline

Record events, conversations, and decisions.

Request Decisions In Writing

Written records create accountability.

Keep Evidence Organised

Create folders for correspondence and supporting documents.

Challenge Inaccuracies Promptly

Do not allow incorrect information to remain unchallenged.

Request Reasonable Adjustments

Where disability or accessibility needs exist.

Escalate Where Necessary

Use complaints, Ombudsman, or legal routes where appropriate.

Accountability Framework

Councils are accountable to:

• The public.
• Elected councillors.
• Monitoring Officers.
• The Local Government & Social Care Ombudsman.
• The Information Commissioner's Office.
• Regulators.
• The courts.
• Parliament.

Useful Resources

Find Your Local Council:

https://www.gov.uk/find-local-council

Local Government & Social Care Ombudsman:

https://www.lgo.org.uk

Local Government Information:

https://www.gov.uk/local-government

Information Commissioner's Office:

https://ico.org.uk

Citizens Advice:

https://www.citizensadvice.org.uk

Law Centres Network:

https://www.lawcentres.org.uk

Council Complaints Checklist

✓ Raise concerns informally first.

✓ Keep copies of all correspondence.

✓ Submit a clear written complaint.

✓ Provide supporting evidence.

✓ Record dates and times.

✓ Request written responses.

✓ Complete the council complaints process.

✓ Escalate to the Ombudsman if appropriate.

✓ Seek legal advice where necessary.

✓ Keep organised records throughout.

Key Message

Councils provide vital public services and are accountable for the decisions they make. If you believe a council has acted unfairly, failed to follow procedures, ignored evidence, delayed action, or provided poor service, there are structured complaint and escalation routes available.

Understanding your rights, keeping accurate records, gathering evidence, and following the complaints process can help ensure concerns are properly investigated and that councils remain accountable for the services they provide.