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: 22 January 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: Che ...

Privacy Updated: 02 April 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 sur ...

Privacy Updated: 02 April 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 sur ...

Intake Team Operations Manual Updated: 28 February 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 M ...

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 1 • 1. Introduction 1. IntroductionLast updated: March 2025 This is internal guidance we have published for transparency. It may contain links or references to other internal guidance or policies which are not publishe ...

Commission meeting - 25 April 2024 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 31 January 2024 Matters arising (attached) Chair and Chief Executive's reports (attached) LGSCO Business Plan 2023-24 (attached) LGSCO Business Plan 2024-25 (attached) Draft annual report 2023-24 Advisory forum update (attached) Quarterly budget monitor ...

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 ...

Guidance on remedies Updated: 17 March 2025 Guidance on remedies search Search this content Submit search Contents Part 1: Our role in remedying and preventing future injustice Part 2: Remedies guidance applying to all subjects Part 3: Subject specific guidance - Adult Social Care Part 4: Subject specific guidance - Benefits and taxation Part 5: Subject specific guidance - Children and Education ...

Guidance on Jurisdiction Updated: 24 March 2025 Guidance on Jurisdiction search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Maladministration and Service Failure Part 3: 3. Is the authority within jurisdiction? Part 4: 4. Actions we can investigate Part 5: 5. Who can complain? Part 6: 6. Is the complaint in time? Part 7: 7. Is the complaint premature? Part 8: 8. ...