Ombudsman responds to NAO report on sustainability of local government finances The Local Government and Social Care Ombudsman has welcomed the report by the National Audit Office (NAO), highlighting the precarious nature of local government finances due to increased demand for frontline services. The report highlights the increasing number of complaints the Ombudsman receives and upholds, as evi ...

Statement of Reasons Manual Contents: Chapter index for Statement of Reasons Manual Updated: 02 April 2025 Statement of Reasons Manual search Search this content Submit search Part 9 • 9. Language and style The decision statement needs to be written so that it is clear and understandable for the complainant, the BinJ and interested members of the public. Remember that you are writing a statement ...

Statement of Reasons Manual Contents: Chapter index for Statement of Reasons Manual Updated: 02 April 2025 Statement of Reasons Manual search Search this content Submit search Part 18 • Appendix Six: Let's talk about race - inclusive language Why language is important The language we choose to use is powerful and conveys implicit meaning, values and perspectives. Inclusive language supports diver ...

Children being denied chance to thrive – Ombudsman reports Children are all too often being robbed of the chance to fulfil their potential, because some councils are not putting in place alternative education when they need it. If children cannot attend school for whatever reason, councils have a legal duty to assess the situation and decide if they must provide them with alternative education. B ...

Staffs home refuses to refund care costs following Ombudsman investigation A Staffordshire care provider has refused to refund a man’s estate after the Local Government and Social Care Ombudsman found it put too restrictive care in place for the last nine months of his life. The man, who had dementia, attempted to take his own life while living in the Barrowhill Hall Care Home in Rocester, run by ...

A system in crisis? Ombudsman complaints about special educational needs at alarming level Children with special educational needs and disabilities are increasingly being failed by the system designed to support them, the Local Government and Social Care Ombudsman has found. In its latest report about the Education, Health and Care (EHC) plan process, the Ombudsman has revealed it is now upholdin ...

Guide for statutory officers and senior leaders: Effective oversight of complaint systems Contents: Chapter index for Guide for statutory officers and senior leaders: Effective oversight of complaint systems Updated: 06 February 2025 Guide for statutory officers and senior leaders: Effective oversight of complaint systems search Search this content Submit search Part 1 • Executive summary Executi ...

Guide for members responsible for complaints: Effective scrutiny of complaint systems Contents: Chapter index for Guide for members responsible for complaints: Effective scrutiny of complaint systems Updated: 06 February 2025 Guide for members responsible for complaints: Effective scrutiny of complaint systems search Search this content Submit search Part 8 • Public reports issued by the Ombudsma ...

Niki Investigator I’ve been an Investigator at the Ombudsman for more than six years and I love it. It is very rewarding to have such a positive impact on people. I still remember the first person whose complaint I upheld. She was an elderly woman who had overpaid care fees for some time and the care agency had simply ignored her concerns. It eventually agreed to refund her thousands of pounds; m ...

Councils risk compounding problems for victims of domestic abuse if they do not follow proper process, Ombudsman says Victims of domestic abuse are sometimes being let down by councils using an outdated and too narrow definition of what abuse means, the Local Government and Social Care Ombudsman has warned. In a new guidance document, aimed at improving councils’ awareness of their duties to vict ...