Laura Sharman 05 May 2020

New guidance to help councils deal with complaints during crisis

New guidance to help councils deal with complaints during crisis image

Councils and care providers have been reminded to keep responding to complaints during the coronavirus pandemic.

The Local Government and Social Care Ombudsman, has published new guidance to explain what principles it expects councils to follow during the crisis.

This includes ensuring frontline staff are clear about any new expectations and documenting departures from normal practice.

Michael King, Local Government and Social Care Ombudsman, said: ‘While we recognise the unique pressures currently placed on councils and care providers, we still expect them to respond appropriately to any complaints during this time of national emergency.

’We understand their responses may look different to those we would normally expect, but councils and care providers should still pay close attention to urgent and serious public concerns.’

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