Guide for complaint managers: Designing and delivering effective complaint systems Updated: 08 May 2026 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 complaint ...

Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Roles within the investigation team Part 3: 3. The link with Intake and Assessment Part 4: 4. New complaints received outside the Intake process Part 5: 5. Inputs from Assessment Part 6: 6. BinJ notification letter Part 7: 7. Pre-allocation enqui ...

Investigation Manual Contents: Chapter index for Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Part 1 • 1. Introduction 1. IntroductionThis is internal guidance which we have published for transparency. It may have links or references to other internal guidance or policies which are not published. Last updated: February 2026 The Local ...

Guidance on Jurisdiction Contents: Chapter index for Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Part 1 • 1. Introduction 1. IntroductionThis is internal guidance which we have published for transparency. It may have links or references to other internal guidance or policies which are not published. Last updated: January 2026 ...

Advisory Forum Working with people who have used our service to help us improve Who sits on the advisory forum? Our advisory forum is made up of a majority of members of the public who have used our service. We also have representatives from local authorities and social care providers, as well as those who act as advocates for the public such as advisory bodies, MPs and councillors. What's the ad ...

Local Government and Social Care Ombudsman appoints new Director of Corporate Services The Local Government and Social Care Ombudsman (LGSCO) has appointed James Strachan as its new Director of Corporate Services. James joins from Eastleigh Borough Council in Hampshire, where he has served as Chief Executive for the past four years. He brings a wealth of experience from across local and central g ...

Families due to receive long-overdue remedies after Leicester City Council reverses refusal of Ombudsman recommendations Two families left without proper housing support by Leicester City Council will now be offered the financial remedies recommended by the Local Government and Social Care Ombudsman, after the council reversed its previous decisions refusing to pay. The Ombudsman has today publis ...

Introducing the new virtual assistant The Local Government and Social Care Ombudsman has launched a new online assistant to help people get the information they need, faster. The virtual assistant can answer questions, help people understand how to make a complaint, and explain what LGSCO can and cannot look at. It uses Artificial Intelligence (AI) to trawl through information contained within th ...

Social care ombudsman launches best practice guidance for handling self-funder complaints The Local Government and Social Care Ombudsman (LGSCO) has today launched best practice guidance to help adult social care providers deliver fair, transparent and accountable complaints handling – particularly for self-funding care users. The campaign encourages providers to ensure their complaints processes ...

Ombudsman issues second report after South Kesteven District Council used wrong test to consider man’s homelessness The Local Government and Social Care Ombudsman has taken the unusual step of issuing a further report against South Kesteven District Council for it refusing to pay a remedy to a man who asked for homelessness support. The Ombudsman found that the council failed to properly consider ...