Local Government

If you have suffered an injustice as a result of maladministration by a local authority, you can complain to the Local Government Ombudsman. Maladministration can include failing to receive a service to which you are entitled or suffering financial loss or distress as a consequence of something the local authority has done or has failed to do.

You can complain directly to the Local Government Ombudsman’s office about maladministration by any local body, such as the local authority or police authority, but you must complain to that body first to give it a chance to deal with the matter itself.

Which local authorities can you complain about?

The authorities that can be complained about include:

district, city, borough or county councils
education appeal panels
school governing bodies (admission matters only)
school organisation committees
housing action trusts
joint boards of local authorities
national park authorities
fire authorities
police authorities (but not about the investigation or prevention of crime)
the Greater London Authority
the London Transport Users' Committee
Transport for London
the London Development Agency
the Commission for New Towns (housing matters only)
the Norfolk and Suffolk Broads Authority
internal drainage boards
the Environment Agency

Are there matters the Local Government Ombudsman cannot investigate?

The Local Government Ombudsman cannot investigate certain matters. These include;

matters that have already been, or could be, appealed to a tribunal or government minister
matters concerning the community in general
court proceedings
personnel matters and the internal management of schools and colleges

You should complain to the Ombudsman within 12 months of when you first knew about the matter you are complaining about. If you leave it later, the Ombudsman may not be able to help.

How does the Local Government Ombudsman investigate a complaint?

If the Local Government Ombudsman decides to take up a complaint, an investigator will contact you. If the investigator makes a decision that you have suffered an injustice as a consequence of maladministration, he or she can make a recommendation to the local authority. While this is not enforceable, the local authority will almost always follow the recommendation. Possible remedies include compensation, reviewing a decision and offering an apology.

You cannot appeal the decision but it can be reviewed on the basis of new information. Also, as a public authority, decisions of the Local Government Ombudsman can be judicially reviewed.

How do you contact the Local Government Ombudsman?

England
There are three Local Government Ombudsmen in England. Each of them deals with complaints from different parts of the country.

Tony Redmond
Local Government Ombudsman
10th Floor, Millbank Tower
Millbank, London SW1P 4QP
Tel: 0207 217 4620
Fax: 0207 217 4621
Email: enquiries@lgo.org.uk

Areas covered:
London boroughs north of the river Thames (including Richmond but not including Harrow or Tower Hamlets), Essex, Kent, Surrey, Suffolk, East and West Sussex, Berkshire, Buckinghamshire, Hertfordshire and the City of Coventry.

Patricia Thomas
Local Government Ombudsman
Beverley House
17 Shipton Road
York YO30 5FZ
Tel: 01904 380 200
Fax: 01904 380 269
Email: enquiries@lgo.org.uk

Areas covered:
London Borough of Tower Hamlets, City of Birmingham, Solihull Borough, Cheshire, Derbyshire, Nottinghamshire, Lincolnshire and the north of England (except the Cities of York and Lancaster)

Jerry White
Local Government Ombudsman
The Oaks No 2
Westwood Way
Westwood Business Park
Coventry CV4 8JB
Tel: 024 7682 0000
Fax: 024 7682 0001
Email: enquiries@lgo.org.uk

Areas covered:
London boroughs south of the river Thames (except Richmond) and Harrow; the Cities of York, Lancaster and Coventry); and the rest of England, not included in the areas of Mr Redmond and Mrs Thomas

Wales
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Brigend CF35 5LJ
Tel: 01656 641 150
Fax: 01656 641 199
Email: ask@ombudsman-wales.org.uk

Back to to top