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 ...

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 ...

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 7 • 7 ECHO 7.1 Introduction ECHO is our case management system and is the primary record for all complaints. All relevant material will be retained and responded to via ECHO. 7.2 Recording Persons Affected and R ...

Adult social care complaints – frequently asked questions Why have you sent this complaint to me as the registered care provider? The Local Government and Social Care Ombudsman (LGSCO) has powers to investigate complaints made by people who self-fund their care or have arranged it themselves. This means they are in a direct contractual arrangement with you as their care provider. If instead their ...

Post Decision Review (PDR) and Service Complaints Manual Contents: Chapter index for 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 Part 10 • 10. Service complaints A service complaint is an expression of dissatisfaction from one or more customers or members of the pub ...

Compliance Manual Contents: Chapter index for Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Part 7 • Appendix 1 - Remedy categories When we close a complaint, individual remedies categories must be recorded on the remedies screen on ECHO. This guidance note explains the relevant circumstances for each of the categories available on ECHO. Pe ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Part 7 • 7. Procurement and purchasing arrangements Procurement and purchasing arrangements must demonstrate value for money and be in accordance with the guidelines set out in Managing Public Money, the Framework Agreement and Cabinet ...

Travel and subsistence policy Introduction This Policy sets out the rules as to how members of staff can claim for expenses incurred in the performance of their duties for the LGSCO and the details of the principles and rules relating to staff expenses, including taxable staff expenses. The purpose of this Policy is to ensure that employees are properly reimbursed for legitimate business expenses ...

Equality and diversity policy Our commitment 1.1 The Local Government and Social Care Ombudsman (LGSCO) is committed to: conducting its business in a way which is fair and appropriate to all sections of the community. This may mean taking positive steps to ensure equal opportunities in employment and equal access to its service. providing equal opportunities in employment and to avoiding unlawful ...

Assessment Manual Contents: Chapter index for Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Part 4 • 3. Business Processes 3.1 Inputs from the Intake Team Intake will forward cases to Assessment. All new cases are sent to the 'AT Unallocated' list. For further details about the Intake Team’s handling of viable enquires see the Intake Manual. ...