Financial Instructions Contents: Chapter index for Financial Instructions Updated: 21 March 2025 Financial Instructions search Search this content Submit search Part 1 • 1. Introduction 1. IntroductionLast updated: January 2025 The Financial Regulations are the public commitment of how we regulate and manage the financial arrangements and transactions of the organisation. The Financial Instructio ...

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 Contents Part 1: Executive summary Part 2: Key points Part 3: The Complaint Handling Code Part 4: The role of Members responsible for complaints Part 5: Who sho ...

Audit and Risk Assurance committee - 25 January 2024 Welcome and introductions Apologies for Absence Declarations of interest Approve minutes of the meeting held on 12 October 2023 Matters arising (attached) CEO/Accounting Officer verbal update Internal audit progress report Governance framework internal audit report 2024-25 Draft internal audit work plan 2025-27 Internal audit plan (attached) 20 ...

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 Contents Part 1: Executive summary Part 2: Key points Part 3: Complaints and best value standards Part 4: Role of local authority statutory officers and ...

Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Contents Part 1: Introduction Part 2: About the Local Government and Social Care Ombudsman Part 3: The Complaint Handling Code and other complaints procedures Part 4: Signposting to the Ombudsman Part 5: The role of the Link Officer Part 6: The Ombudsman’s Processes Part 7: How we make a decision ...

Guide for complaint handlers: A proportionate approach to considering complaints Updated: 06 February 2025 Guide for complaint handlers: A proportionate approach to considering complaints search Search this content Submit search Contents Part 1: Introduction Part 2: Effective behaviours in complaint handling Part 3: Reasonable adjustments Part 4: Representatives and consent Part 5: Understanding ...

Yearly News 2024 17 Dec 2024 Ombudsman publishes Annual Report and Accounts 2023-24 12 Dec 2024 Luton told to fix benefits backlog by Ombudsman 05 Dec 2024 Disabled Worcestershire child had to live in an unsuitable home for far too long because of councils’ errors 05 Dec 2024 Manchester mum had to live in unsafe accommodation for 18 months longer than necessary, Ombudsman says 28 Nov 2024 Care ho ...

Statement of Reasons Manual Updated: 02 April 2025 Statement of Reasons Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. What is a decision statement? Part 3: 3. What decision statements will be published? Part 4: 4. How to deal with queries about publication of decision statements Part 5: 5. Publication and how to use ECHO Part 6: 6. Decision standards ...

Guide for complaint managers: Designing and delivering effective complaint systems Updated: 06 February 2025 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Contents Part 1: Introduction Part 2: The Complaint Handling Code Part 3: The role of the Complaint Manager Part 4: Who may complain Part 5: Service requests and comp ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 1 • Introduction Last updated: May 2025 Introduction For over 50 years we have worked with local authorities to ensure that complaints from the public are dealt with in the right way, at the right time, and in the right place. Although the matt ...