Complaints involving Covid-19

We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do not take sides.

How we will investigate complaints involving Covid-19/Coronavirus

Covid-19 has had a major and long-lasting impact on a range of council and care provider services. The normal service provided by these organisations may have been significantly and unavoidably disrupted during this period of crisis and national emergency. We will take this into account in our investigations.  

New legislation and government guidance was issued in response to the Covid-19 outbreak. This guidance has changed during the period of crisis. It continues to change and be updated. These changes affected the way councils and care providers worked during the crisis. Some will remain in place for some time.

When we investigate complaints about what happened during this period of crisis-working we will carefully consider whether this legislation and guidance was followed in the particular circumstances of the complaint.

We will consider what was sensible and appropriate to expect from a council or care provider in all the circumstances of the matter complained about. We will ask what should have happened, given the context of the complaint, and the law and guidance in place at that time.

We will expect councils and care providers to have acted within law and guidance unless there were clear, compelling, and relevant reasons to do something else. We will expect appropriate record keeping, delegation, decision making, and other principles of good administrative practice, appropriate for operation during a crisis.

June 2020