Private Eye reports that LBWF is England’s third most complained about council, while LBWF admits its own complaints procedure is so bad it brings ‘financial and reputational’ risks
The latest issue of Private Eye (no.1681, 07/08-20/08/26) includes the following: Coincidentally, the LBWF 2025-26 Annual Governance Statement (AGS) has just been published, and this gives a dismal picture of how LBWF handles its own complainants. The AGS starts with the frank admission that ‘the current level of overdue complaints across both Stage 1 and Stage 2 does not meet the standards set out by the Ombudsmen, nor does it align with the level of customer service the council expects to provide to its residents’, and then goes on to explain why this is happening: What’s even more alarming, though, is that the AGS for 2024-25 made almost exactly the same points, and then outlined a raft o... »
