Complaints against the council have surged by over 230% due to increased use of AI, rising to 2,400 in 2025/26 from fewer than 800 five years prior. They are now more complex and often aggressive, occupying a council officer’s entire workload for data entry. In response, the council plans to limit complaints to an online e-form to streamline the process, though this has raised concerns among some councillors about reducing public communication channels. Officials, however, argue that this method aligns with Ombudsman best practices and facilitates better complaint management, promising to monitor its effectiveness in six months.
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