Ombudsman responds to CIVEA announcement
Responding to CIVEA, the Civil Enforcement Association's, announcement it will no longer review complaints on behalf of its members, Michael King Local Government and Social Care Ombudsman said:
“We already provide independent redress for complaints about the recovery of local taxation and parking debts by enforcement agents. Where a firm is acting on behalf of a local authority, their actions fall within our jurisdiction.
“Clear routes of redress are all the more important for people who want to raise concerns about debt issues they are facing, so we strongly believe complaints processes should be accessible, easy to understand and simple to use.
“We expect local authorities to ensure they have a clear process for dealing with complaints when they contract services out to enforcement firms, as we would with any commissioned service. It’s important this system is not protracted, does not require people to go through multiple complaints processes and also ensures there is appropriate signposting - including to our service - if a person remains dissatisfied with the outcome of their complaint.
“We support any efforts to streamline the current process to ensure complaints are responded to in a timely manner, so we welcome CIVEA’s intention to stop adjudicating complaints on behalf of its members.”
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.
Councils can investigate parents’ complaints without consent of minors12/07/2019 11:15:00
Lancashire County Council has agreed to apologise to a father after it told him it could not investigate his children’s services complaint without the consent of his son.
Councils need to check how they help people with hidden disabilities01/07/2019 15:38:00
Councils are being urged to check their procedures to avoid disadvantaging people with ‘hidden disabilities’ following the publication of three separate investigation reports into London councils by the Local Government and Social Care Ombudsman.
Somerset County Council fails to complete assessment of woman’s needs21/06/2019 15:15:15
Somerset County Council has been asked to complete its assessment of a disabled woman’s needs following an earlier complaint to the Local Government and Social Care Ombudsman.
Ombudsman comments on PACAC report on the NHS care and treatment of people with eating disorders18/06/2019 16:15:00
The Public Administration and Constitutional Affairs Committee (PACAC) has published a report on NHS care and treatment of people with eating disordersOpens in a new window, which followed up on the recommendations in our Ignoring the Alarms report published in December 2017.
Vulnerable children removed from foster carers who wanted to adopt them17/06/2019 09:15:00
The Local Government and Social Care Ombudsman has asked East Riding of Yorkshire Council to apologise to a foster couple after it removed two vulnerable children, they hoped to adopt, from their care.
Ombudsman reminds councils of proper process for supporting vulnerable people at assessment meetings14/06/2019 16:15:00
Councils are being reminded by the Local Government and Social Care Ombudsman that vulnerable people can choose who supports them through care reviews, after Suffolk County Council halted assessments for a couple’s care and support plans because of a dispute.
Disabled woman had care package reduced by more than half following flawed assessment by Bolton council13/06/2019 13:20:00
The Local Government and Social Care Ombudsman has found Bolton Metropolitan Borough Council significantly reduced a disabled woman’s care package without properly assessing her needs.
Ombudsman calls for national review of former NHS Trust’s failure to keep patients safe12/06/2019 14:15:00
The Parliamentary and Health Service Ombudsman yesterday called for a national review into years of potential failings to ensure patient safety at the North Essex Partnership University NHS Foundation Trust (NEP).