Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Roles within the investigation team Part 3: 3. The link with Intake and Assessment Part 4: 4. New complaints received outside the Intake process Part 5: 5. Inputs from Assessment Part 6: 6. BinJ notification letter Part 7: 7. Pre-allocation enqui ...

Audit and Risk Assurance Committee meeting - 15 October 2025 1. Welcome and Introduction 2. Apologies for Absence 3. Declarations of Interest 4. Minutes of the meeting held on 15 May 2025 5. Matters arising 6. Action Log (attached) 7. Chair’s Business 8. CEO/Accounting Officer Update 9. LGSCO’s Framework Agreement 10. 2024-25 Annual Report and Accounts 11. Progress report from NAO 12. Audit and R ...

Financial Instructions Updated: 03 February 2026 Financial Instructions search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Budgets and estimates Part 3: 3. End of year procedures for Budget Part 4: 4. Funding and Income Part 5: 5. Banking arrangements and Government procurement cards (GPC) Part 6: 6. Payment of salaries, allowances and expenses Part 7: 7. Procure ...

Guidance on Jurisdiction Updated: 01 January 2026 Guidance on Jurisdiction search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Maladministration and Service Failure Part 3: 3. Is the authority within jurisdiction? Part 4: 4. Actions we can investigate Part 5: 5. Who can complain? Part 6: 6. Is the complaint in time? Part 7: 7. Is the complaint premature? Part 8: 8 ...

Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Contents Part 1: Glossary Part 2: 1. The Assessment Unit Part 3: 2. Assessment Policy Part 4: 3. Business Processes Part 5: 4. Early Decisions – Outside Jurisdiction Part 6: 5. Early Discretionary Decisions Part 7: 6. Early Decisions – Invalid Complaints Part 8: 7. Early Decisions – Cases forward ...

Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. What is a decision statement? Part 3: 3. What decision statements will be published? Part 4: 4. How to deal with queries about publication of decision statements Part 5: 5. Publication and how to use ECHO Part 6: 6. Decision standards ...

Remuneration and Appointments Committee - 29 January 2026 1. Welcome and Introductions 2. Apologies for Absence 3. Declarations of Interest 4. Minutes of the meeting held on 15 and 29 October 2025 5. Matters arising 6. HR Strategy Update 7. Update on People Initiatives and Staff Feedback 8. Proposals for the recruitment of new Independent Advisory Board Member 9. Draft yearly plan

Joint Working Manual Updated: 27 November 2025 Joint Working Manual search Search this content Submit search Contents Part 1: Introduction Part 2: Key Principles Part 3: Common Joint Working topics Part 4: Governance Part 5: Statutory requirements related to joint working cases Part 6: Prematurity Part 7: The Joint working process Part 8: Escalation process Part 9: Post decision reviews Part 10: ...

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 Contents Part 1: Introduction Part 2: The Complaint Handling Code Part 3: The role of the Complaint Manager Part 4: Who may complain Part 5: Service requests and comp ...

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 ...