The children’s statutory complaints procedure This fact sheet is for people who wish to make, or have already made, a complaint about a council's Children’s Service. It advises you on the way the council should deal with your complaint and when you can ask us to consider it. How will the council consider my complaint? Councils consider some complaints about Children’s Services under a special thr ...

What we publish How we make information available Our Guide to Information sets out what is available through our Publication Scheme. Most of the information listed below is available on this website and can be found by following the link given. If it is not available on the website, you can get a copy of it by emailing foi.officer@lgo.org.uk. We will aim to send you the information within five w ...

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 9 • 9 Managing requests: non-casework information including HR records 9.1 Requests under the FOIA and EIR Requests for information other than case files will not normally involve personal data of the re ...

Delayed entry for summer-born children This fact sheet is aimed primarily at parents of summer-born children who want to complain to the Ombudsman about a decision by a council or other admission authority to refuse their request to delay their child’s entry to reception until compulsory school age. A summer-born child is one with a birthday between 1 April and 31 August inclusive. Background The ...

Council tax support claims This fact sheet is aimed mainly at people who have problems with a claim for council tax support and may be considering making a complaint to the Ombudsman. What is council tax support? From 1 April 2013 council tax support replaced council tax benefit as a way of reducing a council tax bill for those on a low income. All claims since then have been council tax support ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 2 • 1. The Assessment Unit 1.1 Purpose Assessment teams: Assess all incoming complaints that come into Assessment against the criteria in the Assessment Code. Where necessary, make brief, early enquiries with the complainant or the body in jurisd ...

Equal justice: learning lessons from complaints about people’s human rights Contents: Chapter index for Equal justice: learning lessons from complaints about people’s human rights Updated: 18 July 2024 Equal justice: learning lessons from complaints about people’s human rights search Search this content Submit search Part 2 • Background A rights-based Ombudsman Ombudsman schemes are recognised in ...

Compliance Manual Contents: Chapter index for Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Part 2 • The role of investigators Recording remedies on ECHO after a final decision When an Investigator issues a final decision with recommendations, they are responsible for completing the remedies screen. The Investigator must first select the ca ...

Guide for complaint managers: Designing and delivering effective complaint systems Contents: Chapter index for Guide for complaint managers: Designing and delivering effective complaint systems Updated: 06 February 2025 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Part 11 • Complaint handling resources Complaint handli ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 09 September 2025 Manual for Councils search Search this content Submit search Part 9 • Reports Reports If we decide that we should issue a report (Local Government Act 1974 s30(1)) on a complaint, we will write to you in advance to let you know, including the reason(s) why we are issuing it. You will have an opportunity ...