The Local Government and Social Care Ombudsman has recorded a marked rise in complaints about councils across England for 2025–26, with residents in the North West responsible for a sizeable proportion of the caseload. Within Westmorland and Furness, the highest number of complaints concerned highways and transport, followed by education and children’s services and issues relating to benefits and tax, including council tax.
Regional trends and local figures
Nationally the ombudsman received 27,625 complaints in 2025–26, a rise of 33% compared with the previous year and the sharpest year-on-year increase for more than a decade. The North West accounted for 11% of that national caseload, registering 2,910 complaints — equivalent to 37.6 complaints per 100,000 residents, which remains below the national regional average of 46.1 per 100,000.
Across service areas in the North West:
- 33% of complaints and enquiries related to children and education — higher than the national regional average of 29%.
- 15% concerned adult care services — above the regional average of 13%.
- 11% were about housing — substantially lower than the regional average of 20%.
| Measure | North West | All regions average |
|---|---|---|
| Complaints per 100,000 residents | 37.6 | 46.1 |
| Children & education (per 100,000) | 12.3 | 13.2 |
| Adult care (per 100,000) | 5.5 | 5.8 |
| Housing (per 100,000) | 4.1 | 9.0 |
Upheld decisions and what they mean locally
The region’s overall uphold rate stood at 84%, slightly below the national regional average of 86%. There were 356 upheld decisions in the North West, which equates to 4.6 upheld decisions per 100,000 residents compared with an all-regions average of 6.3 per 100,000.
For Westmorland and Furness residents, the distribution of complaints highlights where people are experiencing problems with local public services. Highways and transport issues topping the list points to continuing concerns over road maintenance, signage, lighting and related safety matters. Education and children’s services remaining prominent underlines ongoing sensitivity of school placements, special educational needs provision and case-handling in children's social care. Complaints about benefits and council tax reflect disputes over entitlement, calculation and administration.
What residents should know
- The Local Government and Social Care Ombudsman investigates complaints about councils and adult social care providers once local complaint processes have been exhausted.
- Recording and resolving complaints offers a way to seek redress and to highlight systemic problems that can lead to service improvements.
The ombudsman’s national rise in caseload will be watched closely by councils, who face pressure to respond more effectively to complex cases across housing, care and children’s services. For residents in Westmorland and Furness, the latest data should serve as both a prompt to use local complaint routes and an incentive for the council to publish clear action plans addressing recurring issues.
Further detail on the ombudsman’s findings is published in its annual review of local government complaints for 2025–26.
