Intake Team Operations Manual Updated: 05 August 2025 Intake Team Operations Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2 Managing Workflow Part 3: 3 Handling Telephone Calls Part 4: 4 Handling Electronic Contacts Part 5: 5 Handling Written Correspondence Part 6: 6 Managing Difficult Situations Part 7: 7 ECHO Part 8: 8 Quality Monitoring Part 9: 9 Man ...

Information Security Policy Updated: 21 October 2025 Information Security Policy search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 1.Data Protection Part 3: 2. Classification of information Part 4: 3.Core principles behind information security measures Part 5: 4.Staff roles and responsibilities Part 6: 5.Access to and use of IT systems Part 7: 6.Protection of IT as ...

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 ...

Financial regulations Updated: 23 March 2026 Financial regulations search Search this content Submit search Contents Part 1: Commission for Local Administration in England - Financial regulations Part 2: Accounting Regulations

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 Academy Updated: 14 January 2026 Complaint Academy search Search this content Submit search Contents Part 1: Introduction Part 2: Effective Complaint Handling - local authorities Part 3: Effective Complaint Handling - Care providers Part 4: Useful links and resources

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 - ...

Decision Statements Manual Contents: Chapter index for Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Part 1 • 1. Introduction 1. IntroductionLast updated: January 2026 This is internal guidance we have published for transparency. It may contain links or references to other internal guidance or policies which are not publish ...