Investigation Manual Contents: Chapter index for Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Part 37 • 37. Legal challenges 37.1 Judicial Review The Legal Manual is the primary guidance to refer to when we receive a judicial review claim. An application for judicial review (JR) must be made promptly and in any event not later than t ...

Policy on Access to Information Contents: Chapter index for Policy on Access to Information Updated: 19 November 2025 Policy on Access to Information search Search this content Submit search Part 7 • 6 Managing requests: timeframes 6.1 Clarifying the request Sometimes it may be necessary to ask for clarification of the request. This will be done by the IRO. The request to clarify should be sent a ...

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: 08 May 2026 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Part 21 • Performance reporting and self-assessment Performa ...

Privacy Contents: Chapter index for Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Part 1 • Introduction The Local Government and Social Care Ombudsman processes any personal data we collect, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. We have divided our privacy notice into various sections, depending on the t ...

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 7 • Appendix 1: Checklist for retention where FOI/DPA/EIR complaint made to ICO On cases where we have dealt with a FOI/EIR request or a subject acce ...

Homeless Croydon man left to sleep on the streets because council did not do enough to help A Croydon man with mental health difficulties was left to sleep on the streets despite asking the council for help, the Local Government and Social Care Ombudsman has found. The man first approached London Borough of Croydon for help in July 2023 after he had become homeless. The Ombudsman’s investigation ...

Councils told not to make blanket decisions on post-16 school transport applications Councils need to consider families’ individual circumstances when offering transport solutions for teenagers (16+) with Special Educational Needs to get them to school or college, the Local Government and Social Care Ombudsman has said. The message comes after the Ombudsman investigated three complaints about the ...

Joint data controller agreement between PHSO and LGSCO Joint Data Controller Agreement between Parliamentary and Health Service Ombudsman and the Local Government and Social Care Ombudsman for complaint handling carried out by the Joint Working Team Last updated: March 2023 1. Parties to the agreement Parliamentary and Health Services Agreement (PHSO) Local Government and Social Care Ombudsman (L ...

Joint data controller agreement between PHSO and LGSCO Joint Data Controller Agreement between Parliamentary and Health Service Ombudsman and the Local Government and Social Care Ombudsman for complaint handling carried out by the Joint Working Team Last updated: March 2023 1. Parties to the agreement Parliamentary and Health Services Agreement (PHSO) Local Government and Social Care Ombudsman (L ...

Post Decision Review (PDR) and Service Complaints Manual Contents: Chapter index for 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 Part 10 • 10. Service complaints A service complaint is an expression of dissatisfaction from one or more customers or members of the pub ...