lgo presentation (25.1.2012)
DESCRIPTION
LGO presentation to PSCN on 25 Jan 2012TRANSCRIPT
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