CLG Committee questions Ombudsman's performance

MPs have urged the Local Government Ombudsman to improve its performance in providing redress for public complaints about local services.

In a report issued today the communities and local government Committee raises concerns the LGO is taking far too long to determine some cases, and demands it sets strict deadlines to all cases it handles.

Questioning the Ombudsman’s efficacy, the Committee also recommends the LGO implements changes identified in a recent strategic business review, making clear how it proposes appointing a new chief operating officer and ensuring its activities are scrutinised by an external reviewer.

Clive Betts, chair of the CLG Committee, also called on the LGO to develop a clear methodology to measure levels of customer satisfaction and publish the results every year.

‘Ministers must also take steps urgently to update the governance agreement – the so-called Grant Memorandum’ – that it has with the LGO so that the organisation can have a clear and comprehensive understanding of its relationship with, and responsibilities to, the Department for Communities and Local Government,’ added Mr Betts.

Responding the Committee’s report, Dr Jane Martin, who is the Ombudsman and chair of the LGO said: ‘We are acutely aware that this is an essential frontline service and welcome the scrutiny of the Committee to make sure that we are delivering it as efficiently as possible without compromising on quality.

We will be responding in detail to the Committee’s report over the coming weeks and hope it will be evident, when we have had the opportunity publish our response, that many of the recommendations have already been taken on board.’