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 ...

Intake Team Manual Contents: Chapter index for Intake Team Manual Updated: 05 August 2025 Intake Team Manual search Search this content Submit search Part 1 • 1 The Intake Team Last updated: July 2025 1.1 Purpose The Intake team are the gateway to accessing the services of the Local Government and Social Care Ombudsman. The objective is to provide an accessible and knowledgeable front-line servic ...

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: 09 April 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: Tak ...

Decision Statements Manual Updated: 18 August 2025 Decision Statements Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. What is a decision statement? Part 3: 3. What decision statements will be published? Part 4: 4. How to deal with queries about publication of decision statements Part 5: 5. Publication and how to use ECHO Part 6: 6. Decision standards P ...

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 Contents Part 1: Introduction Part 2: The Complaint Handling Code Part 3: The role of the Complaint Manager Part 4: Who may complain Part 5: Service requests and comp ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 09 September 2025 Manual for Councils search Search this content Submit search Part 1 • Introduction Last updated: September 2025 Introduction For over 50 years we have worked with local authorities to ensure that complaints from the public are dealt with in the right way, at the right time, and in the right place. Altho ...

Ombudsman complaints data issued today Local authorities across England will today be receiving their annual complaints data from the Local Government and Social Care Ombudsman. This data is published on the Ombudsman’s updated online map giving details for each authority of the volume of complaints dealt with, complaints upheld, satisfactory remedies already provided, and compliance with Ombudsm ...

Joint Working Manual Contents: Chapter index for Joint Working Manual Updated: 09 April 2025 Joint Working Manual search Search this content Submit search Part 1 • Introduction IntroductionThis is internal guidance which we have published for transparency. It may contain links or references to other internal guidance or policies which are not published. Last updated: April 2025 The Local Governme ...

Ombudsman welcomes Hounslow remedy acceptance A homeless Hounslow mother has been provided with a new home after the council agreed with the Local Government and Social Care Ombudsman’s investigation into her case after initially rejecting the Ombudsman’s recommendations. Following a report, published in April, into the woman’s complaint that she was left to sofa surf while pregnant by London Bor ...