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

 

Privacy settings

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.