Complaints to Worthing and Adur councils hit record high

The councils received 937 formal complaints in 2025-26, which was up by 28 per cent from the previous year at 732 complaints, according to a report. 

There was an increase in complaints in May, which the councils attributed to a change in waste collection days, with bin collection failures the most common theme.

The report found 30 complaints specific to bin collection failures, seven of which were in December, 2025.  There were additional complaints about bins not being placed back at their collection point, with four cases recorded in November. 

However, the report highlights another possible factor that could have caused the rise in cases – the growing use of AI. 

It stated that artificial intelligence allows people, who may have previously struggled to articulate a concern or found the process too long, to produce more detailed complaints.

The council says this had meant more officer time being spent dealing with cases. 

When asked what evidence the councils had for the claim and what impact AI had on complaint numbers, a spokesman said it reflected a wider national trend. 

They pointed to figures from the Local Government and Social Care Ombudsman, which recorded a 33 per cent increase in complaints received in 2025-26, while the Housing Ombudsman saw a 39 per cent increase.

A spokesman for Adur and Worthing councils said: “We are committed to providing quality, reliable and value-for-money services to all residents and visitors. We welcome feedback and complaints, as they help us understand where we can improve and ensure our communities receive the support they need.

“The rise in complaints reflects a wider national trend, and through drop-in sessions, events and other engagement activity, we are also making it easier for residents to speak to us, find out about our services and access support.

“We are committed to being an open and transparent organisation, and that means ensuring people can contact us when they have questions, concerns or need help. However residents choose to provide feedback, we welcome it.

“Technology may also be playing a role in the increase in complaints, with AI and other digital tools making it easier for people to identify the right support and get assistance in contacting us.”

They added that the Local Government and Social Care Ombudsman had informed local authorities that guidance would be introduced on the impact AI is having on the volume and complexity of cases.

However, the response does not provide figures showing how many complaints to Worthing and Adur councils involved AI, or how much of the 28 per cent increase it accounts for.

The increase does not necessarily mean that all cases were the result of bad service, as the report shows mixed results after complaints were investigated.

Of the stage one complaints, 41 per cent were upheld and 12 per cent were partially upheld, meaning the council had some degree of fault or service failure. Of the stage two complaints, 53 per cent were upheld or partially upheld. 

Housing and Communities received the largest number of stage one complaints with 368 cases. Sustainability and Resources saw 295 cases which means together the two departments made up 90 per cent of the total complaints. 

Despite the record number of complaints, the councils say their response times have improved. The percentage of cases answered within the timescale rose from 68 per cent to 76 per cent. 

The review also noted 126 formal compliments, which was a 31 per cent increase from the previous year. This report is due to be discussed by councillors at the joint audit and governance committee meeting on September 22.