Welcome to the Local Government & Social Care Ombudsman We make decisions on complaints about councils or adult care providers in England We can investigate individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other public service organisations. If we decide to investigate, we look at whether organisations have made decisions ...

Complaint Handling Code Updated: 01 February 2024 Complaint Handling Code search Search this content Submit search Contents Part 1: Introduction Part 2: 1. Definition of a service request and complaint Part 3: 2. Exclusions Part 4: 3. Accessibility and awareness Part 5: 4. Complaint handling resources Part 6: 5. The complaint handling process Part 7: 6. Complaints stages Part 8: 7. Putting things ...

Intake Team Manual Updated: 05 August 2025 Intake Team Manual search Search this content Submit search Contents Part 1: 1 The Intake Team Part 2: 2 Scope of Intake Work Part 3: 3 Record Keeping and ECHO Part 4: 4 Managing Expectations Part 5: 5 Reasonable Adjustments Part 6: 6 Children and Young People Part 7: 7 Inappropriate behaviour Part 8: 8 The welfare of staff and inappropriate and disrupti ...

Policy on Access to Information Updated: 19 November 2025 Policy on Access to Information search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. The legislation Part 3: 3 Principles Part 4: 4 Staff responsibilities Part 5: 5 Managing requests: general Part 6: 5.13 Refusal and appeal rights Part 7: 6 Managing requests: timeframes Part 8: 8 Managing requests: informati ...

Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Contents Part 1: Introduction Part 2: The role of investigators Part 3: The role of Team Co-ordinators Part 4: The role of Casework Managers Part 5: Compliance and post-decision reviews Part 6: Document retention with remedies over 12 months old Part 7: Appendix 1 - Remedy categories Part 8: App ...

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 Contents Part 1: 1. Definitions Part 2: 2. Expectations when dealing with requests for reviews of decisions Part 3: 3. Is it a review request? Part 4: 4. Post Review correspondence Part 5: 5. Dealing with review requests - ...

Commission meeting - 24 April 2025 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 6 February 2025 Matters arising (attached) Chair and Chief Executive's reports (attached) LGSCO Business Plan 2024-25 (attached) LGSCO Business Plan 2025-26 (attached) Draft Annual Report Advisory Forum (attached) Quarterly budget monitoring as at the e ...

Cyber security incident affecting three London boroughs Updated: 26 January 2026 We have reopened our service to people wanting to complain about the London boroughs affected by the recent cyber security incident. These councils were were: Westminster City Council Royal Borough of Kensington and Chelsea

Business plans Our annual business plans: Business Plan 2026-27 Business Plan 2025-26 Business Plan 2024-25 Business Plan 2023-24 Business Plan 2022-23 Business Plan 2021-22 (PDF, 1.1MB) Business Plan 2020-21 (PDF, 445KB) Business Plan 2019-20 (PDF, 325KB) Business Plan 2018-19 (PDF, 548KB) Progress against Business Plans is reported to the Commission. Details are available in published meeting p ...

Memorandum of Understanding with The Housing Ombudsman Updated: 01 December 2024 Memorandum of Understanding with The Housing Ombudsman search Search this content Submit search Contents Part 1: Introduction Part 2: Roles of the Parties to this Memorandum Part 3: Who can make a complaint Part 4: Working together Part 5: Review