Croydon Council sees 31% rise in upheld complaints under Mayor Perry
Ombudsman data shows 42 complaints upheld in 2025-2026, up from 32 the previous year
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Trust score 68 because the article cites the Ombudsman report and names officials, but lacks multiple independent sources.
Higher is stronger
Critic score 53 reflects mixed fact‑comment separation, specific data, but heavy opinion language and no clear next steps.
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Hype score 55 due to sensational adjectives and a headline that overstates the reported percentage increase.
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Croydon Council had 42 complaints upheld by the Local Government Ombudsman in 2025-2026, a 31% increase from the 32 upheld in the previous year. The figures, published in the Ombudsman’s annual report, place the council 18th nationally for upheld complaints per 100,000 residents, with a score of 10.3.
Total complaints lodged against the council rose to 281 in the same period, up from 234 in 2024-2025 and 186 in 2023-2024. The data, reported by Inside Croydon, covers the second full year of Conservative Mayor Jason Perry’s administration. The council’s chief executive, Katherine Kerswell, left her post in October 2025 with a £50,000 pay-off in lieu of notice.
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Housing and SEND dominate complaints
Housing complaints accounted for nearly one-fifth of all cases brought to the Ombudsman, as stated in the annual report. Support for children with special educational needs and disabilities (SEND) made up over a third of upheld complaints, the highest proportion for any single issue.
Amerdeep Clarke, the Local Government Ombudsman, said the 33% rise in complaints across England was not a statistical blip. "It is a signal," she said in the report. "There is a serious and growing gap between what residents expect and what they are receiving from their local authorities."
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Neighbouring councils fare better
Croydon’s performance contrasts with neighbouring boroughs. Sutton had eight complaints upheld out of 83 received, equating to 3.7 per 100,000 residents. Bromley had 49 upheld from 179 complaints, a rate of 14.6 per 100,000. Lambeth, however, had 60 upheld from 349 complaints, ranking second nationally with 18.9 per 100,000.
The Ombudsman’s report noted that residents must first navigate a two-stage internal complaints process with the council before escalating to the independent watchdog. This requirement sets a high bar for complaints to reach the Ombudsman, as outlined in the annual review.
What happens next
The Ombudsman’s annual report is available on its website, including data for all English local authorities. Croydon Council has not yet published a formal response to the findings. Residents who wish to escalate a complaint must first complete the council’s internal process, which includes an initial review and a subsequent appeal stage.
Mayor Perry was re-elected in May 2026 with a narrow majority. His administration has three years remaining in its term. The council has not announced plans to review its complaints handling procedures in light of the Ombudsman’s findings.
Questions this report answers
+How many complaints were upheld against Croydon Council in 2025-2026?
The Local Government Ombudsman upheld 42 complaints against Croydon Council in 2025-2026. This represents a 31% increase from the 32 upheld in the previous year, as reported in the Ombudsman’s annual review.
+What is Croydon Council’s ranking for upheld complaints per 100,000 residents?
Croydon Council ranked 18th nationally for upheld complaints per 100,000 residents, with a score of 10.3 in 2025-2026. This places it among the worst-performing local authorities, according to the Ombudsman’s data.
+What happens if a resident wants to complain about Croydon Council?
Residents must first complete the council’s two-stage internal complaints process before escalating to the Local Government Ombudsman. This includes an initial review and a subsequent appeal, as outlined by the Ombudsman’s procedures.
+How does Croydon compare to neighbouring boroughs?
Croydon had 42 upheld complaints, compared to eight in Sutton and 49 in Bromley. Lambeth had 60 upheld complaints, ranking second nationally. Croydon’s rate of 10.3 per 100,000 residents is higher than Sutton’s 3.7 but lower than Lambeth’s 18.9.
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