What types of council issues can I complain about using this route?

You should use this route if you have a complaint about a council in England regarding matters such as housing, social services, education admissions, planning, council tax, or environmental health. It is not the correct route for matters with a statutory right of appeal, which often go straight to a tribunal, or for councils in Wales or Scotland.

How long do I have to make a complaint to the Ombudsman?

You must generally make a complaint to the Local Government and Social Care Ombudsman (LGSCO) within 12 months of the issue. However, the LGSCO has the power to extend this time limit. You should also gather records of correspondence, decision letters, witness statements, and records of the harm caused before proceeding.

What are the stages of complaining to the council before going to the Ombudsman?

You must first use the council's published complaints process. Stage 1 typically involves the council responding within 10–20 working days. If you are unhappy with that outcome, you can escalate to Stage 2, which is often a senior officer review. Some councils also have a Stage 3. You can only refer to the LGSCO after exhausting the council's internal process.

When should I consider judicial review instead of the Ombudsman?

Judicial review is a parallel route available if a council decision is unlawful, irrational, or procedurally unfair. It must be considered within 3 months. However, it is regarded as a last resort, and the Local Government and Social Care Ombudsman is usually the preferred route for service complaints.

What can the Ombudsman or court do if my complaint is successful?

The Local Government and Social Care Ombudsman can provide an apology, a financial remedy, or require service improvements. If you pursue judicial review separately and succeed, the council's decision may be quashed. These are the potential outcomes depending on which route you take.

All legal routes

local authority

Public Law

England only

Local authority complaint route: council → LGSCO → JR

Escalation route for complaints about councils in England.

This page applies in England only — different rules may apply in Wales, Scotland, or Northern Ireland.

When to use this route

You have a complaint about a council in England (housing, social services, education admissions, planning, council tax, environmental health).

When NOT to use this route

For matters with a statutory right of appeal (often go straight to a tribunal). For councils in Wales (PSOW) or Scotland (SPSO).

Prerequisites

• Complaint within 12 months of the issue (LGSCO can extend)

Evidence to gather

• Records of correspondence
• Decision letters
• Witness statements
• Records of the harm caused

Route map

Stage 1
Stage 1 council complaint
Use the council's published complaints process. They typically have 10–20 working days to respond.
Stage 2
Stage 2 escalation
If unhappy with Stage 1, escalate to Stage 2 (often a senior officer review). Some councils have a Stage 3.
Stage 3
LGSCO
Refer to the Local Government and Social Care Ombudsman after exhausting the council's process.
12 months from the issue (extendable)
Forum: lgsco
Stage 4
Judicial review (parallel route)
If the council's decision is unlawful, irrational, or procedurally unfair, consider JR within 3 months. JR is a last resort and the LGSCO is usually preferred for service complaints.
Forum: high court

Final remedies

• Apology
• Financial remedy
• Service improvement
• Decision quashed (via JR)

Official sources

Official Resources

LGSCO — make a complaint →

Frequently asked questions

What types of council issues can I complain about using this route?: You should use this route if you have a complaint about a council in England regarding matters such as housing, social services, education admissions, planning, council tax, or environmental health. It is not the correct route for matters with a statutory right of appeal, which often go straight to a tribunal, or for councils in Wales or Scotland.
How long do I have to make a complaint to the Ombudsman?: You must generally make a complaint to the Local Government and Social Care Ombudsman (LGSCO) within 12 months of the issue. However, the LGSCO has the power to extend this time limit. You should also gather records of correspondence, decision letters, witness statements, and records of the harm caused before proceeding.
What are the stages of complaining to the council before going to the Ombudsman?: You must first use the council's published complaints process. Stage 1 typically involves the council responding within 10–20 working days. If you are unhappy with that outcome, you can escalate to Stage 2, which is often a senior officer review. Some councils also have a Stage 3. You can only refer to the LGSCO after exhausting the council's internal process.
When should I consider judicial review instead of the Ombudsman?: Judicial review is a parallel route available if a council decision is unlawful, irrational, or procedurally unfair. It must be considered within 3 months. However, it is regarded as a last resort, and the Local Government and Social Care Ombudsman is usually the preferred route for service complaints.
What can the Ombudsman or court do if my complaint is successful?: The Local Government and Social Care Ombudsman can provide an apology, a financial remedy, or require service improvements. If you pursue judicial review separately and succeed, the council's decision may be quashed. These are the potential outcomes depending on which route you take.