Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Maladministration and Service Failure Part 3: 3. Is the authority within jurisdiction? Part 4: 4. Actions we can investigate Part 5: 5. Who can complain? Part 6: 6. Is the complaint in time? Part 7: 7. Is the complaint premature? Part 8: 8 ...

Croydon woman’s back broken by home-help device when council withdrew care funding A Croydon woman fractured her spine using a bed turning aid the NHS installed. The council thought this could replace paid care workers for overnight care, the Local Government and Social Care Ombudsman has found. Croydon council withdrew funding for the woman’s night-time care. The NHS instead installed a turning ...

Guide for complaint handlers: A proportionate approach to considering complaints Contents: Chapter index for 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 Part 12 • Putting things right and learning from complaints P ...

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: 06 February 2025 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Part 12 • The complaint handling process The complaint ...

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 4 • 4. Hard copy material 4.1 Intake archives Intake will, wherever possible, scan all hard copy material. The scanned documents will be attached to ...

Staff surveys 2025 Using Great Place to Work, 82% of our staff completed the survey. Staff survey 2025 (PDF) 2023 Using Great Place to Work, 82% of our staff completed the survey. Staff survey 2023 (PDF) 2022 Using Great Place to Work, 89% of our staff completed the survey. Staff survey 2022 (PDF) 2021 Using Great Place to Work, 89% of our staff completed the survey. Staff survey 2021 (PDF) 2020 ...

Focus Reports and Guides for Practitioners Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. If you need a ...

Audit and Risk Assurance Committee meeting - 29 January 2026 Welcome and Introduction Apologies for Absence Declarations of Interest Minutes of the meeting held on 15 October and 5 December 2025 Matters arising (attached) Chair’s Business CEO/Accounting Officer Update Internal Audit progress 2026-27 Draft internal audit plan 2025-26 NAO Audit Planning report Strategic Risk Register and Assurance ...

Monthly News January 2026 12 Jan 2026 Introducing the new virtual assistant 08 Jan 2026 Resident left feeling unsafe after council ignored neighbour complaints

Ombudsman criticises care home for not providing records of how it spent resident’s money The warning comes after Hamilton Care Ltd failed to provide a solicitor with relevant financial records for his client. The solicitor had been appointed to act for the woman by the court as the woman’s dementia meant she was not able to look after her finances herself. The woman had been living in Hamilton C ...