Complaint Handling Code Contents: Chapter index for Complaint Handling Code Updated: 01 February 2024 Complaint Handling Code search Search this content Submit search Part 7 • 6. Complaints stages 6. Complaints stages Stage 1 6.1 Organisations should have processes in place to consider which complaints can be responded to as early as possible, and which require further consideration. Organisation ...

Mother fleeing domestic abuse placed in unsuitable mixed-sex accommodation by Tower Hamlets council A mother fleeing domestic abuse with her children had to live in accommodation, provided by Tower Hamlets council, that was so unsuitable her eldest child, who is disabled, regularly soiled themselves because they were scared of using the shared bathroom, the Local Government and Social Care Ombuds ...

Ombudsman issues guidance on housing adaptations for Disabled people The Local Government and Social Care Ombudsman is issuing practical guidance to housing officers to ensure Disabled people’s homes meet their needs. Following on from the Ombudsman’s focus report on Disabled people and housing, the new Good Practice Guide is designed to help officers in local councils improve their practice when ...

Compliance Manual Contents: Chapter index for Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Part 1 • Introduction IntroductionLast updated: October 2025 This is an internal policy which we have published for transparency. It may contain links or references to other internal guidance which is not published. Where we find evidence of fault ca ...

Ombudsman criticises way TfL changed its ULEZ scrappage schemes Transport for London has been criticised for the way it has run two significant vehicle scrappage schemes. The Local Government and Social Care Ombudsman has found TfL made changes to the schemes without following due process or informing the public. This meant people have spent time applying, unaware their vehicles were no longer el ...

Information Security Policy Contents: Chapter index for Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Part 9 • 8.Information security around the office 8.1.Building security Staff should challenge any visitor who is not wearing a visitor badge and report them to Building Security. Access to complaint casework hard copy fi ...

Guide for complaint managers: Designing and delivering effective complaint systems Contents: Chapter index for 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 Part 16 • Pausing and withdrawing complaints Pausing an ...

Retention and disposal of casework records policy Contents: Chapter index for Retention and disposal of casework records policy Updated: 19 November 2025 Retention and disposal of casework records policy search Search this content Submit search Part 3 • 3. ECHO records 3.1 Written material All casework documents, emails and other written material should be stored on ECHO. (See Hard copy material ...

Vulnerable South London woman failed by organisations that should have helped A vulnerable young woman trying to overcome severe mental health problems has been put at significant risk of self-harm, after the organisations which should have looked after her failed multiple times to provide specialist aftercare services. The Local Government and Social Care Ombudsman (LGSCO), and Parliamentary and ...

Health, Safety and Wellbeing Policy Contents: Chapter index for Health, Safety and Wellbeing Policy Updated: 05 August 2024 Health, Safety and Wellbeing Policy search Search this content Submit search Part 2 • Health, Safety, and Wellbeing Statement of Intent Health, Safety, and Wellbeing Statement of Intent The Commission for Local Administration in England’s policy is to: maintain safe and heal ...