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 ...

Decision Statements Manual Contents: Chapter index for Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Part 7 • 7. The structure and content of decision statements The template in ECHO should be used in all cases. Guidance on each of the headings in the template is set out sections 7.2 to 7.11. Joint working cases follow a sl ...

Audit and Risk Assurance commitee meeting - 30 January 2025 Welcome and introductions Apologies for Absence Declarations of interest Approve minutes of the meeting held on 10 October and 6 Dec 2024 Matters arising (attached) CEO/Accounting Officer verbal update Internal Audit Progress report Key Financial Controls - creditors, procurement and whistleblowing audit report 2025-26 draft internal aud ...

How to Complain Are you thinking of complaining to us? Resources on this page explain when you should register a complaint with us and how to do it in the most efficient way Watch our video Read the steps The Steps 1 Complain to the organisation involved You should complain to the organisation first to give them a chance to sort out your problem. You should go through all stages of the organisati ...

How to Complain Are you thinking of complaining to us? Resources on this page explain when you should register a complaint with us and how to do it in the most efficient way Watch our video Read the steps The Steps 1 Complain to the organisation involved You should complain to the organisation first to give them a chance to sort out your problem. You should go through all stages of the organisati ...

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 ...

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 6 • 6 Managing Difficult Situations 6.1 Escalations An escalation is defined as an ‘unresolved dispute between staff and callers which requires intervention by a line manager’. The method of escalation to the ma ...

Commission meeting - 31 January 2024 Welcome and introductions Apologies Declarations of interest Any other business Minutes of the meeting held on 2 November and 6 December 2023 Matters arising (attached) Chair and Chief Executive's reports (attached) Joint Code with Housing Omudsman Service LGSCO independent review Division of responsibilities between local commissioners Business Plan 2024-25 d ...

Audit and Risk Assurance Committee meeting - 10 October 2024 Welcome and introductions Apologies for Absence Declarations of interest Approve minutes of the meeting held on 4 June 2024 Matters arising (attached) Chair's update CEO/Accounting Officer verbal update 2023-24 Annual Report and Accounts Progress report from NAO Audit and Risk Assurance Committee Annual Report and Assurance Statement an ...