Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Contents Part 1: Introduction Part 2: The role of investigators Part 3: The role of Team Co-ordinators Part 4: The role of Casework Managers Part 5: Compliance and post-decision reviews Part 6: Document retention with remedies over 12 months old Part 7: Appendix 1 - Remedy categories Part 8: App ...

Managing complaints in contracted and commissioned services: a good practice guide Updated: 06 February 2025 Managing complaints in contracted and commissioned services: a good practice guide search Search this content Submit search Contents Part 1: Commissioning services Part 2: Arrangements for complaints Part 3: Complaints about regulated services or where other redress schemes exist Part 4: C ...

Retention and disposal of casework records policy Updated: 19 November 2025 Retention and disposal of casework records policy search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Records of Intake Team cases Part 3: 3. ECHO records Part 4: 4. Hard copy material Part 5: 5. Exceptions to the 12-month retention period Part 6: 6. Other provisions Part 7: Appendix 1: Ch ...

Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Contents Part 1: Introduction Part 2: Privacy notice for complainants Part 3: Privacy notice for job applicants Part 4: Privacy notice for information access requests Part 5: Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees Part 6: Privacy notice for ...

Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Contents Part 1: Introduction Part 2: Privacy notice for complainants Part 3: Privacy notice for job applicants Part 4: Privacy notice for information access requests Part 5: Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees Part 6: Privacy notice for ...

Monthly News November 2024 28 Nov 2024 Care homes reminded about clarity of contracts following Ombudsman investigation 21 Nov 2024 Ombudsman highlights priorities to improve public services over next three years 19 Nov 2024 Worcestershire failed looked after child with special needs because of “bewildering” lack of basic knowledge 13 Nov 2024 Leicester City Council refuses to pay Ombudsman remed ...

Policy on Access to Information Updated: 19 November 2025 Policy on Access to Information search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. The legislation Part 3: 3 Principles Part 4: 4 Staff responsibilities Part 5: 5 Managing requests: general Part 6: 5.13 Refusal and appeal rights Part 7: 6 Managing requests: timeframes Part 8: 8 Managing requests: informati ...

Access denied: Reducing the barriers for Disabled people when accessing council housing and homelessness services Updated: 24 June 2025 Access denied: Reducing the barriers for Disabled people when accessing council housing and homelessness services search Search this content Submit search Contents Part 1: Ombudsman’s Foreword Part 2: What others are saying Part 3: Adam’s story – getting help whe ...

Access denied: Reducing the barriers for Disabled people when accessing council housing and homelessness services Updated: 24 June 2025 Access denied: Reducing the barriers for Disabled people when accessing council housing and homelessness services search Search this content Submit search Contents Part 1: Ombudsman’s Foreword Part 2: What others are saying Part 3: Adam’s story – getting help whe ...

Intake Team Operations Manual Updated: 05 August 2025 Intake Team Operations Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2 Managing Workflow Part 3: 3 Handling Telephone Calls Part 4: 4 Handling Electronic Contacts Part 5: 5 Handling Written Correspondence Part 6: 6 Managing Difficult Situations Part 7: 7 ECHO Part 8: 8 Quality Monitoring Part 9: 9 Man ...