New complaints handling guide offers advice to local authorities
The Local Government and Social Care Ombudsman recently (09 October 2020) issued a new guidance on effective complaint handling for local authorities.
Based on previous documents, the new guide offers practical, real-world advice and guidance on running a complaints system to ensure it is effective and helps improve services.
It runs through the steps authorities need to take to ensure complaints are properly identified, investigated and put right where necessary. It also examines statutory procedures for children’s and adult social care complaints, guidance on dealing with third-party complaints, and advice on how to draw out the learning from the issues raised.
Michael King, Local Government and Social Care Ombudsman, recently said:
“We have been investigating complaints for more than 45 years, and throughout that time we have seen both good and bad practices.
“The guide we are issuing today offers practical advice, based on our vast experience, on how to run an effective complaints process.
“We urge local authority complaint handlers to take on board our guidance because we know how valuable the learning from complaints can be.
“The best authorities use complaints as a barometer of external opinion and as an early warning of problems that might otherwise stay unseen. They take that a step further and use critical feedback to drive a sophisticated culture of learning, reflection and improvement.”
Launched on Ombudsday, which aims to raise awareness of the work of Ombudsman schemes, the new guide is available free to download.
Latest News from
Draft Public Service Ombudsman Bill laid in Parliament05/12/2016 12:37:21
A new complaints body will provide the public with greater confidence that their voices have been heard.
Man left without support to access the community after Westminster council reduced his care hours23/10/2020 11:15:00
A visually impaired Westminster man did not have the help he needed for 14 months after the city council reduced his support package, the Local Government and Social Care Ombudsman found.
Windrush applicant left ‘worthless, broken, with no hope or prospects’21/10/2020 14:15:00
Ombudsman finds failings at UK Visas and Immigration (UKVI) as Windrush claimant waited over a year before getting a decision.
Harrow to improve Blue Badge assessments following Ombudsman investigation15/10/2020 14:15:00
A London council has been criticised by the Local Government and Social Care Ombudsman for the way it assesses disabled people’s requests for two different transport schemes.
Council should apologise for tree controversy, Ombudsman says14/10/2020 14:15:00
The Local Government and Social Care Ombudsman has asked Sheffield City Council to make a public apology to the people of the city after numerous problems were found with the way it removed street trees.
Calderdale woman 'made ill' by council’s tax blunders08/10/2020 14:15:00
A Calderdale woman, who has autism, claims the way Calderdale council mishandled her council tax relief made her ill, the Local Government and Social Care Ombudsman was told.
Council fails to help care users maintain their homes25/09/2020 14:15:00
Hertfordshire County Council has been asked to review its social care practices to ensure it meets its Care Act duties to help people keep their home tidy.
Sector missing opportunities to improve adult care services, Ombudsman reports17/09/2020 14:15:00
The Local Government and Social Care Ombudsman is calling for more to be done to help the adult social care sector capitalise on the valuable learning complaints can bring, in its annual review.
Enfield family left in unsuitable accommodation for three years10/09/2020 14:15:00
A disabled dad and his family were left in mouldy, mouse-infested temporary accommodation, despite Enfield council accepting it was not suitable for their needs, the Local Government and Social Care Ombudsman has found.