Download - LGO Presentation (25.1.2012)
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PUBLIC SECTOR COMPLAINTS NETWORK
25 JANUARY 2012
Nigel Ellis - Deputy Ombudsman
David Connolly– Assistant Ombudsman
The Commission for Local Administration in England
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CONTACT VOLUMES 01/01/11 TO 31/12/11
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COMPLAINTS RECEIVED 2011 – TOTAL 11407
DECISIONS IN 2011 – TOTAL 11548
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ASC COMPLAINTS RECEIVED 2011
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COMPLAINTS ABOUT SOCIAL HOUSING
> The Localism Act 2011
> Ombudsmen
> Regulator
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PUBLISHING DECISION STATEMENTS
> Formal reports
> “Local settlements”
> All decisions?
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GETTING READY TO PUBLISH
> Training
> Structure of decision statements
> Developing a standard for decisions
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FOCUSING ON PARTICULAR THEMES
Homelessness:How councils can ensure justicefor homeless people
Focus Report: learning the lessons from complaints
www.lgo.org.uk
> Homelessness and “gatekeeping”
> Out of school – out of mind? (s 19 Education Act)
> Use of bankruptcy for council tax debts
> School admissions
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IN THE PIPELINE …
Focus Report: learning the lessons from complaints
www.lgo.org.uk
> Safeguarding vulnerable adults
> Planning: pre-application advice
> Compacts
> Adult social care: self funders
> Housing repairs
> Parking
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LGO COMPLAINTS PROCESSIntake Phase:
Assessment Phase:
Investigation Phase:
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ASSESSMENT PHASE
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HANDLING COMPLAINTS IN THE ASSESSMENT PHASE
> Premature complaints
> Provisional view/”appeals”
> Threshold for injustice
> Timescales
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OTHER ASPECTS OF THE LGO SERVICE
> Investigation
> Training for councils
> Public value
> Joint work
> Statistics