All Complaints Against Bracknell Council Upheld

All the complaints that a government ombudsman investigated in Bracknell have been upheld in favour of the person who raised the issue.

All complaints investigated by the Local Government and Social Care Ombudsman (LGSO) in Bracknell have been upheld. The LGSO looks into complaints against councils when the official complaints process doesn't satisfy individuals.

In 2024/25, all 11 complaints against Bracknell Forest Council were upheld. The ombudsman can recommend compensation for complainants. Jen Lawson, head of corporate complaints, presented this information to the council's scrutiny commission.

Interestingly, the report did not disclose the total compensation paid out. Lawson clarified that complaints could be either 'upheld' or 'partially upheld', citing an example where a housing complaint had four points, with only one finding fault regarding a delay in communication.

According to Lawson, 27% of the investigated cases received satisfactory remedies, significantly higher than the average of 10% among similar councils. She stated, "We have 100% compliance in delivering the LGSO recommendations," showcasing the council's commitment to improvement.

Seven cases also received 'symbolic payments', though the total expenditure for 2024/25 was not revealed. Councillors raised questions about the payments' amounts and transparency, with Lawson noting details are available individually on the LGSO website.

This report was presented during the overview and scrutiny commission meeting on October 16.

James Aldridge, Local Democracy Reporter