The Local Government Ombudsman has committed to transforming the organisation in response to the report of the House of Commons Communities and Local Government Committee on the work of the LGO, published in July.

By April 2015, the LGO Scheme will have introduced a new business model which handles complaints faster, delivers effective and proportionate dispute resolution, achieves high levels of customer satisfaction and delivers value for money. The restructured organisation will be fit for purpose, resilient and well managed.

LGO Chair, Dr Jane Martin, says “It is essential that the LGO provides the best possible service to citizens and is relevant and resilient in a dynamic local government landscape. Our transformation plan is bold and ambitious and we want to be held properly accountable for implementing our plans. I am particularly glad that the Select Committee recognised the efforts of all our staff during a period of significant change.”

In the response, the LGO have accepted the Committee’s recommendations and made a number of commitments as part of the transformation process over the coming months. These include:

•  Publishing all Ombudsman’s decisions on the website
• Conducting an independent staff survey
• Commissioning independent expertise to develop and publish a methodology to measure complainant satisfaction
• Establishing a stakeholder advisory group
• An internal review of all public information
• An internal review of evidence handling, and
• An independent evaluation of the LGO, including peer review by a UK public sector ombudsman, including a review of complaint processing timescales.

Read the full written response on the Parliament website.

Note to editors

• Local Government Ombudsmen investigate complaints about local authorities and certain other bodies; complaints about injustice in connection with privately arranged and funded adult social care.
• The Local Government Ombudsmen:
  • are appointed by Her Majesty the Queen
  • are independent of Government and councils
  • have the same powers as the High Court to obtain information and documents, and
  • are committed to giving an equal service to all members of the public.
• There is no charge for using the Ombudsman’s service.

Article date: 17 October 2012