Information for Link Officers

Contents

Manual for councils

Our manual for Link Officers covers:

  • what we do
  • how we work (our structure and our processes)
  • getting advice from us
  • what we can investigate
  • specific types of complaints including school admission appeals, housing complaints, health complaints and employment complaints
  • working with other organisations
  • our statistics (annual letters)
  • managing unreasonable complainant behaviour, and
  • training for councils, authorities and care providers.

We hope Link Officers find this a useful and informative resource. We will update the manual periodically and when we have made substantive changes we'll let you know via Ombudsman Link. If you have any feedback or suggestions for extra content please let our External Training and Relationship Coordinator know.

How to refer people to the ombudsman

Below is the correct contact details for referring people to the Ombudsman, and some suggested wording for council websites and complaints literature when referring to us.

Suggested text for complaints procedures

If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint.

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.

The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process.

About the Ombudsman

The Local Government and Social Care Ombudsman is the final stage for complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care.

Contact

Website: www.lgo.org.uk

Telephone: 0300 061 0614

Opening hours

Monday to Friday: 8.30am to 5.00pm (except public holidays)