Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Roles within the investigation team Part 3: 3. The link with Intake and Assessment Part 4: 4. New complaints received outside the Intake process Part 5: 5. Inputs from Assessment Part 6: 6. BinJ notification letter Part 7: 7. Pre-allocation enqui ...

Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Budgets and estimates Part 3: 3. End of year procedures for Budget Part 4: 4. Funding and Income Part 5: 5. Banking arrangements and Government procurement cards (GPC) Part 6: 6. Payment of salaries, allowances and expenses Part 7: 7. Procure ...

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 ...

Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Contents Part 1: Glossary Part 2: 1. The Assessment Unit Part 3: 2. Assessment Policy Part 4: 3. Business Processes Part 5: 4. Early Decisions – Outside Jurisdiction Part 6: 5. Early Discretionary Decisions Part 7: 6. Early Decisions – Invalid Complaints Part 8: 7. Early Decisions – Cases forward ...

Commission meeting - 5 February 2026 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meetings held on 6 November and 5 December Matters arising (attached) Framework document - MHCLG/LGSCO Remuneration and Appointments Committee Audit and Risk Assurance Committee Board Effectiveness Review - analysis and themes Chair and Chief Executive's reports (att ...

Decision Statements Manual Updated: 05 January 2026 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 ...

Remuneration and Appointments Committee - 29 January 2026 1. Welcome and Introductions 2. Apologies for Absence 3. Declarations of Interest 4. Minutes of the meeting held on 15 and 29 October 2025 5. Matters arising 6. HR Strategy Update 7. Update on People Initiatives and Staff Feedback 8. Proposals for the recruitment of new Independent Advisory Board Member 9. Draft yearly plan

Remuneration and Appointments Committee - 15 October 2025 1. Welcome and Introductions 2. Apologies for Absence 3. Declarations of Interest 4. Minutes of the meeting held on 15 May 2025 5. Matters arising 6. HR Strategy Update 7. CEO Objectives for 2025-26 8. Exceptional Contribution Awards and Recognising Great Work Scheme 9. Staff Survey 10. Ombudsman Pay Award 2025 11. Proposed Governance Mode ...

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 ...

Manual for Councils Updated: 13 May 2026 Manual for Councils search Search this content Submit search Contents Part 1: Introduction Part 2: About the Local Government and Social Care Ombudsman Part 3: The Complaint Handling Code and other complaints procedures Part 4: Signposting to the Ombudsman Part 5: The role of the Link Officer Part 6: The Ombudsman’s Processes Part 7: How we make a decision ...