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 ...

Commission meetings 2025/26

Yearly News 2024 17 Dec 2024 Ombudsman publishes Annual Report and Accounts 2023-24 12 Dec 2024 Luton told to fix benefits backlog by Ombudsman 05 Dec 2024 Disabled Worcestershire child had to live in an unsuitable home for far too long because of councils’ errors 05 Dec 2024 Manchester mum had to live in unsafe accommodation for 18 months longer than necessary, Ombudsman says 28 Nov 2024 Care ho ...

Joint Working Manual Updated: 27 November 2025 Joint Working Manual search Search this content Submit search Contents Part 1: Introduction Part 2: Key Principles Part 3: Common Joint Working topics Part 4: Governance Part 5: Statutory requirements related to joint working cases Part 6: Prematurity Part 7: The Joint working process Part 8: Escalation process Part 9: Post decision reviews Part 10: ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 12 • 12. Personal property 12. Personal property 12.1 Employees are provided with lockable storage, which can be used for storing personal items. 12.2 The LGSCO does not accept responsibility for losses of personal effects, or dam ...

Investigation Manual Contents: Chapter index for Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Part 12 • 12. Reasonable adjustments 12. Reasonable adjustments In some cases which are passed to Investigation, Intake or Assessment will already have spoken to, or otherwise had contact with, the complainant. Any reasonable adjustments sho ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 12 • 11. Openness and Confidentiality 11. Openness and Confidentiality Our organisational values include treating people with openness and honesty, and respecting their privacy. These values reflect our legal obligations and society’s expectation ...

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 ...

Commission meeting - 24 April 2025 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 6 February 2025 Matters arising (attached) Chair and Chief Executive's reports (attached) LGSCO Business Plan 2024-25 (attached) LGSCO Business Plan 2025-26 (attached) Draft Annual Report Advisory Forum (attached) Quarterly budget monitoring as at the e ...

Commission meeting - 17 July 2025 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 25 April 2025 Matters arising (attached) Chair and Chief Executive's reports (attached) Annual review letters and Review of local government complaints 2024-25 Wellbeing and health and safety update LGSCO Business Plan 2025-26 Artificial Intelligence pro ...