Middlesbrough Council complaints fall but response times remain uneven

Summarised from 2 outlets · Updated 5 Nov, 18:38 · Archive

Middlesbrough Council saw complaints fall from 1,378 to 823 year-on-year, but many upheld complaints stem from slow response times rather than service failures.

Middlesbrough Council's complaints fell significantly in 2025/26, dropping to 823 from 1,378 the previous year. The percentage of upheld complaints also decreased during the same period. Ann-Marie Johnstone, head of the chief executive's department, told the council's audit committee that timeliness in handling complaints had become 'a bit of a challenge'. She highlighted a rise in AI use, which has increased both the volume and complexity of complaints received—one recent complaint ran to 100 pages—placing strain on council resources.

Labour Councillor Lewis Young identified a significant issue: the majority of upheld complaints were not due to service failures but rather to service areas missing the time requirements for responding to complaints. He described this as a 'fairly stupid reason' for complaints to be upheld. The council also saw an increase in compliments received.

Response times vary dramatically across departments. In 2025/26, environmental issues saw 82 per cent of complaints handled within timelines, but education and children's services managed only 28.8 per cent, which Young described as an 'appalling response rate'.

How it is being reported

• 'Fairly stupid reason' behind many upheld complaints against North East councilThe reason for many of the complaints being upheld against Middlesbrough Council has been branded as “stupid”.Darlington & Stockton Times · 5 Nov, 18:00
• 'Fairly stupid reason' behind many upheld complaints against North East councilThe reason for many of the complaints being upheld against Middlesbrough Council has been branded as “stupid”.The Northern Echo · 5 Nov, 14:00

In this story: Middlesbrough Council · Lewis Young · Ann-Marie Johnstone

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