Guidance on remedies Updated: 03 November 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 Educati ...

Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 1.Data Protection Part 3: 2. Classification of information Part 4: 3.Core principles behind information security measures Part 5: 4.Staff roles and responsibilities Part 6: 5.Access to and use of IT systems Part 7: 6.Protection of IT as ...

Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Updated: 06 February 2025 Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities search Search this content Submit search Contents Part 1: Background Part 2: Awareness and accessibility Part 3: Advocacy, representation and consent Part 4: A model complaint handlin ...

Ombudsman publishes Annual Report and Accounts 2024-25 The Local Government and Social Care Ombudsman (LGSCO) has presented its Annual Report and Accounts to parliament for the period April 2024 to March 2025. For the second consecutive year, the Ombudsman saw a 15% increase in the number of new complaints registered. During 2024-25, the LGSCO dealt with 22,010 complaints and enquiries. Of the 4, ...

Manual for Councils Updated: 09 September 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 de ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 1 • Glossary GlossaryLast updated: August 2025 AM Assessment Manager AT - Assessment Team ATC - Assessment Team Co-ordinator BinJ - Body in Jurisdiction CAU - Complaints about us (service complaints) DD - Draft decision DIA - Director of Intake a ...

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 ...

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 ...

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 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 ...