PUBLIC SECTOR COMPLAINTS NETWORK

25 JANUARY 2012

Nigel Ellis - Deputy Ombudsman

David Connolly– Assistant Ombudsman

The Commission for Local Administration in England

CONTACT VOLUMES 01/01/11 TO 31/12/11

COMPLAINTS RECEIVED 2011 – TOTAL 11407

DECISIONS IN 2011 – TOTAL 11548

ASC COMPLAINTS RECEIVED 2011

COMPLAINTS ABOUT SOCIAL HOUSING

> The Localism Act 2011

> Ombudsmen

> Regulator

PUBLISHING DECISION STATEMENTS

> Formal reports

> “Local settlements”

> All decisions?

GETTING READY TO PUBLISH

> Training

> Structure of decision statements

> Developing a standard for decisions

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

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

LGO COMPLAINTS PROCESSIntake Phase:

Assessment Phase:

Investigation Phase:

ASSESSMENT PHASE

HANDLING COMPLAINTS IN THE ASSESSMENT PHASE

> Premature complaints

> Provisional view/”appeals”

> Threshold for injustice

> Timescales

OTHER ASPECTS OF THE LGO SERVICE

> Investigation

> Training for councils

> Public value

> Joint work

> Statistics