Premature adult social care complaints – frequently asked questions Why have you sent this complaint to me as the registered care provider? The Local Government and Social Care Ombudsman (LGSCO) has powers to investigate complaints made by people who self fund their care or have arranged it themselves. This means they are in a direct contractual arrangement with you as their care provider. If, in ...

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 1 • Executive summary Executive summary T ...

Ombudsman to resume taking new complaints online The Local Government and Social Care Ombudsman will be resuming all existing casework and taking on new complaints through its website from next week (29th). The Ombudsman paused all casework which needed input from councils and care providers at the end of March, to protect their capacity to provide frontline services during the Covid-19 crisis. S ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 4 • 4. Funding and Income Grant-in-Aid 4.1 In the first week of every month, the Head of Finance must provide MHCLG with a forecast of the monthly cash drawdown using the data provided by the Budget holders via the Budget/Revised ...

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: 09 September 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 or ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 09 September 2025 Manual for Councils search Search this content Submit search Part 9 • Reports Reports If we decide that we should issue a report (Local Government Act 1974 s30(1)) on a complaint, we will write to you in advance to let you know, including the reason(s) why we are issuing it. You will have an opportunity ...

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 ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 09 September 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 ...