Complaint Handling Code Contents: Chapter index for Complaint Handling Code Updated: 01 February 2024 Complaint Handling Code search Search this content Submit search Part 1 • Introduction Background Good complaint handling requires effective procedures and well-trained staff alongside a positive complaints culture that enables those procedures to achieve maximum impact. This code sets out what a ...

Information Security Policy Contents: Chapter index for Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Part 1 • 1. Introduction 1. Introduction We hold and manage large quantities of information and data (the term information is used for both in this policy, unless specified), concerning the investigation of complaints and ...

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 ...

Joint Working Manual Contents: Chapter index for Joint Working Manual Updated: 27 November 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: November 2025 The Local Go ...

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 ...

Boy misses out on a year with his peers because of council failures A Derbyshire boy had to stay in primary school for an extra year because the county council did not update his Education, Health and Care (EHC) Plan in a timely manner. The council has agreed to apologise to the boy and his mother, and pay them £1,000, after the Local Government and Social Care Ombudsman found its errors caused t ...

Intake Team Operations Manual Contents: Chapter index for Intake Team Operations Manual Updated: 05 August 2025 Intake Team Operations Manual search Search this content Submit search Part 1 • 1. Introduction 1. IntroductionVersion: July 2025 This document is complimentary to the Intake Manual. Whereas the Intake Manual provides the public with an overview of Intake decision making, this document ...

Email and Calendar Policy Contents: Chapter index for Email and Calendar Policy Updated: 01 October 2024 Email and Calendar Policy search Search this content Submit search Part 1 • Email and Calendar Policy 1. Scope 1.1 The Policy for using and managing email and Outlook calendars applies to all LGSCO staff (used here to include contractors and others with a contractual arrangement to work for or ...

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 15 • Managing prompt responses Managing prompt res ...

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 15 • Recommended standards for decision letters and repo ...