The number of complaints referred to the Public Services Ombudsman for Wales about local authorities has increased.
The annual Ombudsman’s letter to Welsh councils for the 2023-24 financial year breaks down the number of complaints relating to alleged maladministration and service failure, as well as complaints linked to reported breaches of the code of conduct for councillors.
It is sent out to all local councils - including the Vale of Glamorgan - to provide an update on the work done by the office throughout the year, as well as sharing any “key issues for local government” and highlighting issues and actions for each authority.
According to the latest letter, there was a 17% increase in overall contacts to the Ombudsman compared to the previous year, with nearly 10,000 enquiries and complaints received nationally.
The figure also showed a substantial increase in the overall case-load faced by the service of 37% since 2019, with 16% more code of conduct complaints received than the previous year.
The report from the Ombudsman read: “My office has seen another increase in the number of people asking for our help – a 17% increase in overall contacts compared to the previous year, with nearly 10,000 enquiries and complaints received.”
The report showed that most complaints received throughout the year were about healthcare, making up 36 out of every 100 complaints, while around 18 out of every 100 complaints were about housing.
It also added that 17 out of every 100 complaints were about how organisations had dealt with complaints, though it went on to say it was still on track to meet the target of dealing with all old cases by the end of March 2025.
The council with the highest number of complaints in 2023-24 was Cardiff Council with 149, while Merthyr Tydfil County Borough Council received the lowest number with 12.
77 complaints about Vale of Glamorgan Council were received - with the Ombudsman intervening in 15 cases. All but six complaints were dealt with.
Two complaints were received about community councils in the Vale - with one involving St Nicholas and Bonvilston referred to a Standards Candidate.
Michelle Morris, the Public Services Ombudsman for Wales said: “I am pleased to see, that we have started to make good progress towards achieving the ambitious goals set out in the Strategic Plan."
“We saw a record increase in the number of people contacting us with complaints about public services and the behaviour of local councillors. We handled over 10,000 cases, closing more than we ever have done before and reduced the costs for each case and investigation.”
Additional reporting by the Bro Radio Newsroom

Pink poppy display commences with celebration of life
Former Barry office block converted into new homes for people at risk of homelessness
Welsh Government publishes independent report on Level 4 intervention at Cardiff and Vale UHB
Three CoastSnap stations set to be installed along the Glamorgan Heritage Coast
Daffodil Runner statue installed at Marie Curie Hospice in Penarth
Woman Dies After Incident in Leckwith as Police Investigation Continues
Vale entrepreneur wins national Innovate UK award for sustainable construction technology
Cardiff Airport retains top accessibility rating as regulator reports record demand for assistance
Open Doors event to showcase hidden world of Glamorgan Archives
New details have emerged of a new tree-lined public square that will replace a traffic dominated junction
Dyffryn Gardens’ Edwardian rose garden blooms again after decade-long restoration
Barry’s Own Daniel White to Walk 190 Miles Back to Where His Round Table Story Began
1,300 people attend Flying Start Family Fun Day
Dispersal order put in place to tackle anti-social behaviour
Interim Chief Executive Appointed at Cardiff and Vale University Health Board
Cardiff Theatre Marks 50 Years of Service for Long‑Standing Staff Member
Plans have been put in place to redevelop a complex with more than 20 flats
Vale Council Reaccredited Under White Ribbon Scheme as Part of Ongoing Work to Tackle Violence Against Women and Girls
Two Vale Restaurants Among Those Set to Close as Whitbread Shuts Brewers Fayre and Beefeater Chains