Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 15 • How we use your data Casework contact We store name, job title and contact details for nominated link officers, Chief Executives (or their equivalents) in our casework management systems to allow us to communicate effectively with organisa ...

Annual Report details how Ombudsman adapted during the pandemic The Local Government and Social Care Ombudsman has published its Annual Report and Accounts 2020-21, welcoming the resilience of its staff in a challenging year for everyone. Roughly covering the first year of COVID-19 (April 2020 – March 2021), the report shows the impact of the pandemic on the Ombudsman’s work particularly in the f ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 9 • Public reports Public reports PLEASE NOTE THIS SECTION IS UNDER REVIEW AND MAY NOT REFLECT CURRENT PRACTICE If we decide that we should issue a public report (Local Government Act 1974 s30(1)) on a complaint, we will write to you in advance ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 4 • Signposting to the Ombudsman Signposting to the Ombudsman We expect councils and authorities to signpost to us, even if they have declined to accept a complaint. More information about this can be found in our Complaint Handling Code and ac ...

New Ombudsmen complaint codes a birthday present for local services The Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) have launched their aligned Complaint Handling Codes which will result in better services to the public and make good practice in complaint handling clearer for local authorities and landlords. They are launched on the day the LGSCO cel ...

Councils and NHS need to work more closely to improve local care Integrated Care Systems are not doing enough to put the vulnerable people they support at the heart of what they do, according to a new report issued jointly by the Local Government and Social Care Ombudsman and the Parliamentary and Health Service Ombudsman. Integrated Care Systems (ICS) are organisations made up of representatives ...

Care home owners refuse to refund family despite investigation finding mother was neglected A Yorkshire care provider has been heavily criticised by the Local Government and Social Care Ombudsman after workers abused and neglected an elderly resident in the Bradford home it ran. The woman, who had dementia, moved to live in Hawthornes Care Home, run by Burlington Care, after her husband became se ...

How to Complain Are you thinking of complaining to us? Resources on this page explain when you should register a complaint with us and how to do it in the most efficient way Watch our video Read the steps The Steps 1 Complain to the organisation involved You should complain to the organisation first to give them a chance to sort out your problem. You should go through all stages of the organisati ...

External consultations and inquiries 2025 July - MHCLG consultation on Changes to the Reform of planning committees: technical consultation July - LGSCO response to the MoJ’s Consultation on regulation of debt enforcement 2025 May - LGSCO response to the MHCLG consultation on Supported Housing Regulation April – LGSCO response to Department for Education consultation on School Accountability refo ...

Ombudsman urges councils to scrutinise services for children in care The Local Government and Social Care Ombudsman is highlighting the experiences of children in the care system – and the difficulties they face when councils get things wrong. In a new report published today, the Ombudsman is sharing the cases of children who have been let down by the very authorities who should be looking after ...