Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

Cambridge City Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    83% of complaints we investigated were upheld.

    This compares to an average of 59% in similar authorities.

    5 upheld decisions

    Adjusted for Cambridge City Council's population, this is
    3.5 upheld decisions per 100,000 residents

    The average for authorities of this type is
    1.4 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 6 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 100% in similar authorities.

    Statistics are based on a total of 3 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 20% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    1 satisfactory remedy decision

    Statistics are based on a total of 5 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against Cambridge City Council

No public reports published

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 22 006 613

Category: Environment and regulation

Sub Category: Licensing

  • The Council will change its record keeping procedures to ensure it keeps records of biodiversity assessments and inspections even when it does not identify any substantive issues or risks.

Case reference: 21 018 416

Category: Housing

Sub Category: Allocations

  • The Council will review how it shares information about the local out-of-hospital homelessness scheme’s benefits and expectations with people, and how it accurately records those conversations in its records.
  • The Council will provide evidence it has reminded staff to accurately record decisions about the suitability of accommodation, as it had already recognised it was necessary.

Case reference: 21 015 046

Category: Environment and regulation

Sub Category: Noise

  • The Council has agreed to provide evidence that it has carried out the service improvements it identified in a complaint response. These are:• a review of its noise assessment and decision-making processes;• measures to ensure consistency around officer attendance on visits and signing off on decision-making;• relevant training to be arranged for environmental health officers to ensure processes are followed; and• review and update the Council's website to make it clear what customers can expect from this part of the service.

Case reference: 20 010 732

Category: Other Categories

Sub Category: Land

  • The Council will review its ‘Unreasonable and Unreasonably Persistent Complainants’ policy and consider whether it requires updating to ensure consistency with the Ombudsman’s ‘Guidance on managing unreasonable behaviour’.

Case reference: 19 002 891

Category: Planning

Sub Category: Planning applications

  • The Council will provide evidence to the Ombudsman of the improvements it has made to its planning application processes.
  • The Council will review its complaints handling processes to identify any improvements to improve communication and reduce delays.


Service improvements agreed by Cambridge City Council

View all

Last updated: 4 April 2015

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