The work of an investigator
Forget about the super sleuth images of film and television - the work of the Ombudsman's investigators is far less glamorous! But it is challenging, stimulating and very rewarding.
Complaints
Complaints may be about almost any council service, from the processing of planning applications, school admissions or housing repairs, to the provision of community care services and support for vulnerable people, and a lot more besides. Like any other investigation, those concerning complaints against local councils involve a systematic process of gathering and analysing information.
Talk to the complainant
As an investigator, your first task is to talk to the complainant so that you understand fully what the complaint is about, and how the complainant has been affected by what has happened. Then you decide if the complaint is something the Ombudsman can by law investigate, and if the complainant has been caused some injustice as a result of the council's action or inaction.
Gather information
If the complaint is one that can and should be investigated, the next task is to gather enough information to build a clear picture of both sides of the story. This can involve asking the council for its comments, documents and records, visiting the complainant and the site of any complaint, examining the council's files, or interviewing council officers and members.
Impartiality
A skilled investigator keeps a clear focus on the key issues, gathers and analyses information quickly and efficiently, and reaches an impartial and reasoned view based on the information available. You give opportunities to complainants and councils to make comments on the information you are considering, and to have them taken into account in the final decision.
Results
Often, you can settle the case when you present the facts to the council and the complainant, or the parties may settle it between themselves. But, either way, you will have to write a clear and detailed letter or report, in plain English, to explain the decision on the complaint to those involved. Published reports are public documents (see Complaint outcomes for examples), but the names of the individuals involved are changed for legal reasons. While the Ombudsman's formal recommendations are not legally enforceable, councils nearly always co-operate with them.
Workload
An investigator may be dealing with 40-50 complaints at any one time, all at different stages of investigation. Daily routine correspondence may take only a few minutes, but the preparation of a detailed letter or report will take longer.
Our Public Value Agenda means that there are many opportunities for investigators to become involved in broader aspects of our work: delivering training and guidance to councils, drafting special reports and other guidance documents for internal and external use, helping to review the way we deliver our services, and taking part in outreach work with organisations providing support to different sectors of the community.
As someone once said, "Never a dull moment ..."
Date Updated: 21/11/08