Managing unreasonable actions by complainants: A guide for organisations Updated: 01 April 2024 Managing unreasonable actions by complainants: A guide for organisations search Search this content Submit search Contents Part 1: Managing unreasonable actions by complainants Part 2: Principles Part 3: Definitions Part 4: Preventing unreasonable actions Part 5: Managing unreasonable actions Part 6: R ...

Birmingham bin problems highlighted in Ombudsman report From repeated missed collections to failing to return vulnerable people’s bins to the proper place, Birmingham’s refuse service has been criticised in a report by the Local Government and Social Care Ombudsman. Collating the complaints of 17 city residents, the Ombudsman report details how refuse collectors repeatedly failed to collect waste ...

Complaint Handling Code Updated: 01 February 2024 Complaint Handling Code search Search this content Submit search Contents Part 1: Introduction Part 2: 1. Definition of a service request and complaint Part 3: 2. Exclusions Part 4: 3. Accessibility and awareness Part 5: 4. Complaint handling resources Part 6: 5. The complaint handling process Part 7: 6. Complaints stages Part 8: 7. Putting things ...

Monthly News February 2024 29 Feb 2024 Family left to sofa surf for 12 months after being ‘forgotten’ by Waltham Forest council 22 Feb 2024 Devon to review benefits calculations for nearly 300 carers following Ombudsman’s investigation 20 Feb 2024 Woman left trapped in home because of poor council assisted bin collection service 08 Feb 2024 New Ombudsmen complaint codes a birthday present for loc ...

Investigation Manual Contents: Chapter index for Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Part 20 • 20. Enquiries of the BinJ 20. Enquiries of the BinJ There is no such thing as an ‘informal’ enquiry in Investigation. There should be a record of every enquiry we make, either in writing or in Notes & Analysis. We should always add ...

Complaint handling training for councils and care providers Effective Complaint Handling We offer training to individuals working for local authorities, organisations and care providers under our jurisdiction. Our online Effective Complaint Handling course shares best practice on accepting, investigating and deciding complaints. It is aimed at officers and managers who are responsible for investi ...

Complaint handling training for councils and care providers Effective Complaint Handling We offer training to individuals working for local authorities, organisations and care providers under our jurisdiction. Our online Effective Complaint Handling course shares best practice on accepting, investigating and deciding complaints. It is aimed at officers and managers who are responsible for investi ...

Monthly News July 2021 28 Jul 2021 Ombudsman annual review highlights widening cracks in council complaints systems 23 Jul 2021 Council to look again at summer-born children’s school start date requests 20 Jul 2021 Disabled boy missed out on education and support because of poor council practice A West Sussex boy missed out on vital support because the county council decided he had the ‘wrong’ ty ...

Post Decision Review (PDR) and Service Complaints Manual Updated: 01 June 2024 Post Decision Review (PDR) and Service Complaints Manual search Search this content Submit search Contents Part 1: 1. Definitions Part 2: 2. Expectations when dealing with requests for reviews of decisions Part 3: 3. Is it a review request? Part 4: 4. Post Review correspondence Part 5: 5. Dealing with review requests - ...

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 ...