LGO Presentation (25.1.2012)

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LGO presentation to PSCN on 25 Jan 2012

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LGO Presentation (25.1.2012)

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

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