Financial Instructions Contents: Chapter index for Financial Instructions Updated: 21 March 2025 Financial Instructions search Search this content Submit search Part 14 • 14. Gifts and hospitality 14.1 Staff cannot accept gifts, hospitality or benefits of any kind from a third party which might be seen to compromise their personal judgment or integrity. Gifts 14.2 Any gift offered (whether accept ...

Ombudsman’s COVID report highlights how councils and care providers coped The COVID-19 pandemic placed unprecedented pressure on councils and care providers, and a new report from the Local Government and Social Care Ombudsman analyses just how those organisations coped. The Ombudsman investigates complaints about local councils and care providers in England, getting involved when things have gon ...

Ombudsman publishes Annual Report and Accounts 2023-24 The Local Government and Social Care Ombudsman (LGSCO) has laid its Annual Report and Accounts before parliament (on 16 December), for the period April 2023 – March 2024. The year included the Ombudsman’s 50th anniversary, being created by the Local Government Act 1974, and the Ombudsman launching its first complaint handling code for local a ...

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 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 ...

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 ...

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 ...

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 ...

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 ...

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 ...