Kent care provider has “dubious distinction” of Ombudsman first A Kent care home has been heavily criticised for the second time by the Local Government and Social Care Ombudsman for the way it treated an elderly resident with advanced dementia. The Ombudsman has issued an Adverse Findings Notice (AFN) about Foxley Lodge Ltd. It is incredibly rare for the Ombudsman to issue such measures about an ...

Hounslow refusing “to do right” by homeless pregnant woman it failed Hounslow council is refusing to offer a home to a young mother despite making a catalogue of errors which left her homeless and sofa surfing while pregnant. The Local Government and Social Care Ombudsman has recommended London Borough of Hounslow offer the woman and her baby its next available suitable accommodation, because its ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 3 • 2. Assessment Policy 2.1 Aims The aim of Assessment is to decide: “Should we start an investigation into this complaint?” or conversely “Is there a defensible reason we should not investigate this complaint?” Assessment Investigators will mak ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 8 • 7. Early Decisions – Cases forwarded for Investigation 7. Early Decisions – Cases forwarded for Investigation All cases forwarded for investigation will be in jurisdiction. N&A will explain why we should start an Investigation, and any discre ...

Harassment or illegal eviction by your private landlord This fact sheet is aimed at people living in private rented accomodation who are being harassed or thereatened with eviction by their landlord, and those who have already been evicted illegally, and who may be considering making a complaint to the Ombudsman. My landlord is trying to evict me. Can the Ombudsman help me? In some cases, yes. Bu ...

Complaints about Standards and Member Conduct This fact sheet is aimed primarily at anyone who is unhappy with the conduct of a council member (councillor) and is considering making a complaint to the Ombudsman. How is the conduct of local councillors regulated? The Localism Act 2011 governs the system of standards of member conduct in England. This system applies to county, district and unitary ...

Guidance on Jurisdiction Contents: Chapter index for Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Part 11 • 11. Should we investigate? 11.1 Introduction The Local Government Act 1974 s24A Power to Investigate sets out the basis for how we can use our discretion. We frequently refer to this as using ‘our general discretion’ or ...

Policy on Access to Information Contents: Chapter index for Policy on Access to Information Updated: 19 November 2025 Policy on Access to Information search Search this content Submit search Part 7 • 6 Managing requests: timeframes 6.1 Clarifying the request Sometimes it may be necessary to ask for clarification of the request. This will be done by the IRO. The request to clarify should be sent a ...

New Ombudsmen complaint codes a birthday present for local services The Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) have launched their aligned Complaint Handling Codes which will result in better services to the public and make good practice in complaint handling clearer for local authorities and landlords. They are launched on the day the LGSCO cel ...

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 6 • 6. Other provisions 6.1 Exceptions to five-year retention period – LGSCO Alerts LGSCO Alerts should be reviewed by Director of Intake and Assessm ...