Ombudsman

Ombudsman publishes guide for handling social care complaints

15/03/2019

Directors of adult social services have welcomed the publication of a good practice guide for helping adult social care providers improve complaints handling.

Councils must ensure parking fines are issued correctly, Ombudsman says

31/01/2019

The local government Ombudsman has urged councils to ensure they are using the correct legislation to issue parking fines at country parks.

Brokenshire announces ‘overhaul’ of housing complaints system

24/01/2019

Communities secretary James Brokenshire today announced an overhaul of what he describes as a ‘broken’ housing complaints system.

Carers leave vulnerable woman ‘screaming in pain'

09/01/2019

A vulnerable woman in Blackpool was left with serious burns on her leg after carers left her too close to a hot radiator, the local government Ombudsman has found.

Councils must act on care service complaints, ombudsman says

28/11/2018

Councils facing a rising tide of complaints from the public about care services must listen to them and take action, the government regulator has warned.

Social work failings stopped parents visiting dying baby

08/11/2018

A council has apologised for the ‘distress’ of a family who were unable to spend time with their dying baby due to social work failings.

A sign of cutting corners?

09/10/2018

With figures revealing the number of complaints about local councils are on the rise, what does this say about the performance of the sector? Neil Merrick investigates.

Partial ban on flammable cladding ‘does not go far enough’, firefighters warn

02/10/2018

The Government has announced new measures to support homebuyers, get more homes built, improve building safety and create a 'Commonwealth Games legacy.'

Councils often fail to explain planning decisions, LGO says

13/09/2018

Local authorities frequently fail to explain the reasons behind planning decisions, Ombudsman says as he publishes guidance for planners.

Council apologises for ‘failing’ disabled boy’s family

30/08/2018

Doncaster council has admitted to ‘failing’ the family of a disabled boy after they waited three years for the special adaptations their home required.

Council fined for ‘unfairly’ changing school admission arrangements

23/08/2018

Nottinghamshire County Council has been criticised for ‘unfairly’ changing its school admission arrangements and forcing parents to send siblings to separate schools.

Councils urged to provide free education transport for young people with disabilities

06/08/2018

Councils across England should ensure their education transport policies properly support young adults with disabilities, ombudsman warns.

Nearly 60% of investigations against councils upheld by Ombudsman

12/07/2018

Over half of the investigations into complaints against local authorities were upheld in 2017-18, according to new figures.

Ombudsman upholds 70% of complaints about Special Guardianship Orders

17/05/2018

The local government ombudsman has revealed it has upheld 70% of complaints made about the way councils support special guardians.

Councils warned not to cap personal care budgets

27/04/2018

Councils have been told they are not allowed to set maximum budget levels when calculating the cost of people’s care by the sector’s ombudsman.

Councils cannot charge for first weeks of intermediate care, Ombudsman says

18/04/2018

Local authorities cannot charge people for the first six weeks of intermediate care, the Local Government and Social Care Ombudsman has warned.

Council criticised after homeless family spends three years in hotel room

12/04/2018

Bristol City Council have been criticised after a family, including children with disabilities, was forced to share a hotel room for more than three years.

Ombudsman warns councils not to outsource responsibility

14/03/2018

Councils have been urged by the local government ombudsman to keep a ‘robust oversight’ of external contractors to ensure accountability is not lost.

Ombudsman upholds 80% of complaints about special educational needs support

07/03/2018

The Ombudsman responsible for investigating concerns over local government services has revealed his office has upheld eight out of 10 complaints about Education and Health Care Plans (EHCPs).

Council ordered to apologise after child hospitalised with sunburn

23/02/2018

A Scottish council has been ordered to apologise after a child on a school trip abroad was ‘badly sunburned’ and hospitalised.

Ombudsman issues ‘rare’ second report criticising council

16/02/2018

A council has received a second warning after failing to comply with recommendations made by the local government Ombudsman.

Councils urged to be clear on care home costs

11/01/2018

Councils have been reminded to give families accurate information about care home fees by the ombudsman, following a complaint against Lincolnshire County Council.

Councils acting 'positively' on social care complaints

20/11/2017

Councils and care providers implemented more than 1,300 recommendations to put things right for people who complained to the local government ombudsman last year.

Councils warned not to delay with providing SEN support

20/10/2017

A Sheffield schoolboy had to limit the number of GCSEs he could take because was left without the right Special Educational Needs support for 18 months, according to the Local Government Ombudsman.

Council charges foster family for free school transport

11/10/2017

Councils are putting foster children at a disadvantage compared to their peers when it comes to school transport, ombudsman says.

Council reviews over 500 benefit applications after ‘unacceptable’ delays

27/09/2017

Bradford council has agreed to review more than 500 benefit applications after the local government Ombudsman found delays in the authority’s appeals process.

Council criticised after reducing care for autistic brothers without consulting mother

07/09/2017

A London council has been criticised for reducing the care and support packages of two autistic brothers without involving their mother in the decision.

Council fined after separating husband and wife for 10 months

22/08/2017

A council has been ordered to pay out hundreds of pounds in compensation after separating a married couple for 10 months due to a lack of homecare availability.

Council rapped for banning man from visiting relative in care home

09/08/2017

Nottinghamshire County Council failed to go through the correct procedures when it banned a man from visiting his partner’s mother in her care home, the local government ombudsman has ruled.

Councils urged to scrutinise data on complaints

02/08/2017

The number of complaints about councils that have been investigated and upheld by the Local Government Ombudsman (LGO) has increased this year, new figures have revealed.

Vulnerable adults let down by ‘poor’ social work, ombudsman says

19/07/2017

Vulnerable adults are being let down by ‘poor’ social work practice, Ombudsman reports.

Ombudsman warns councils to offer affordable care options

14/06/2017

The local government ombudsman has reminded councils they must offer affordable placements to families when arranging care for their relatives.

Barnet’s homelessness services suffering ‘systemic problems’, ombudsman finds

23/03/2017

London council apologises after ombudsman finds ‘systemic’ problems with their homelessness services.

School transport policy changes causing ‘upheaval’ for children, ombudsman reports

17/03/2017

Changes to councils’ school transport policies are causing ‘upheaval’ for an increasing number of pupils, Ombudsman warns.

Social workers removed vulnerable teen from family ‘without warning’

09/03/2017

Social workers in Essex removed a vulnerable teen from the care of her family ‘without any warning’, ombudsman finds.

Councils warned to ensure no gaps in care occur

02/03/2017

Parents of a disabled teenager were left with no support because a London council failed to put plans in place for when he turned 18, the Local Government Ombudsman has ruled.

New omdudsman chief executive officer announced

22/02/2017

Nigel Ellis has been announced as the new chief executive officer for the Local Government Ombudsman (LGO).

New ombudsman pledges to help councils repeating same mistakes

11/01/2017

Michael King has been appointed as the new Local Government Ombudsman, pledging to help councils learn from complaints about services.

Council criticised after woman in care home left ‘malnourished’

05/01/2017

Wokingham council has been told to pay out thousands in compensation after a woman was left ‘severely malnourished’ and bored during a stay in a care home.

New approach to investigating health and social care complaints a ‘success’

22/12/2016

A joined-up approach to investigating complaints about health and social care a success, according to officials charged with overseeing the two sectors.

Council urged to accept Ombudsman's decision on care contribution

01/12/2016

The Local Government Ombudsman (LGO) has urged a council to reconsider its refusal to fund a disabled man’s care.

Information-sharing agreement to improve children’s services

16/11/2016

A new information-sharing agreement looks set to improve children’s care services across England.

Ombudsman reports ‘dramatic’ increase in home care complaints

10/11/2016

There has been a 25% rise in complaints about the home care received by some of the most vulnerable people in England over the past year, Ombudsman reports.

Councils urged to strengthen partnerships to protect victims of domestic violence

25/08/2016

Two west London authorities failed to work together effectively to support a woman at risk of domestic violence, the Local Government Ombudsman (LGO) has found.

LGO investigated over 11,000 complaints in a year

14/07/2016

The LGO has investigated more than 11,000 complaints over the past year, annual report says.

Personal injury claim should not affect care assessments warns ombudsman

06/07/2016

Personal injury settlements should not be taking into account by councils when assessing someone’s care contribution, the Local Government Ombudsman (LGO) has warned.

Ombudsman issues first joint investigation report

30/06/2016

The Local Government Ombudsman has ruled Oxfordshire County Council failed to properly follow up a complaint about the neglect in its first joint investigation of a care home and a local authority.

Councils warned to keep track of enforcement action

07/06/2016

An investigation by the Local Government Ombudsman (LGO) has uncovered a backlog of 1,500 open enforcement cases at a London borough.

Solihull Council to refund historic care payments

02/06/2016

Solihull Metropolitan Borough Council may have to refund more than 60 older people after it incorrectly charged them for care.

Councils must be transparent says ombudsman

24/05/2016

A watchdog has warned local authorities must act in a transparent way when managing the finances of vulnerable people.

Taking a more balanced approach

05/04/2016

Paul Smith and Julia Skelton voice concerns that the recent report on the disabled facilities grant (DFG) programme is 'simplistic and overly negative'.

Report highlights problems with Disabled Facilities Grants process

18/03/2016

Councils have been urged to improve the way they process Disabled Facilities Grants, with a new report saying delays are leaving disabled people in unsuitable homes for too long.

Review of school places ordered after council alters admissions process

04/03/2016

Bolton Council is to check whether any children missed out on their preferred school after an investigation found the authority had changed admissions criteria without informing parents.

Council policy changes must be communicated clearly, ombudsman urges

25/02/2016

Information about a council’s new transport policy ‘could have been clearer’, according to the local government ombudsman (LGO).

Ombudsman highlights need for transparent planning decisions

19/02/2016

Councils have been reminded to ensure planning decisions are made in a transparent way as possible, especially when members decide against planning officers' recommendations.

Councils urged to reconsider changes to housing allocation schemes

27/01/2016

Changes to the way councils allocate social housing have led to an increase in the number of complaints made to the Local Government Ombudsman (LGO).

Ombudsman calls for clearer advice on disability payments

21/01/2016

Adult social care teams have been urged to ensure they provide clear advice on disability payments following the case of a woman who was left without proper care and support.

Councils must offer affordable care options, warns ombudsman

19/01/2016

Councils have been warned that they must offer affordable options when arranging care homes following the case of a family that was wrongly left to pay top-up fees for three years.

Report warns older people too scared to complain about care

04/01/2016

Older people are often too afraid to complain about the level of care they receive, worrying a complaint will make the situation worse, a new report has warned.

Doncaster Council warned for failing to support homeless young people

15/12/2015

Doncaster Council has been criticised for the second time in two years for failing to provide adequate support to homeless young people.

Welsh council dubbed ‘intransigent’ by ombudsman

24/11/2015

An ombudsman has characterised a Welsh community council as ‘intransigent’ for refusing to cooperate with his investigation into language provision.

Report shows increase in adult social care complaints

12/11/2015

The number of complaints about adult social care has risen by 18% in the past year, according to new figures published today.

Councils reminded to make transition plans for pupils with SEN

05/11/2015

Councils have been urged to plan for the further education of all pupils with special educational needs (SEN) by the Local Government Ombudsman (LGO).

Councils told to 'weigh up all options' when safeguarding children

22/10/2015

Councils have been reminded to consider all the options available when safeguarding vulnerable children to avoid making ‘knee-jerk reactions’.

Councils reminded they cannot contract out accountability

08/10/2015

The Local Government Ombudsman (LGO) has reminded councils that they are responsible for the quality of services provided by outside contractors.

Councils warned to promptly deal with homelessness applications

08/10/2015

The London Borough of Hounslow has been criticised by the Local Government Ombudsman (LGO) after it took more than a year to determine someone homeless status.

Ombudsman warns families are being overcharged for care

24/09/2015

Confusing or incorrect information from councils is leading to families being overcharged for care, the Local Government Ombudsman has claimed.

Ombudsman warns Lambeth over nine-year flat sale saga

22/09/2015

Lambeth Council has been criticised for repeatedly ignoring the advice of the Local Government Ombudsman over the treatment of a woman who was trying to buy her local authority flat.

Councils warned to be upfront about Right to Buy restrictions

03/09/2015

A council has come under fire after it failed to inform two homeowners about restrictions affecting their ex-council properties.

Councils urged to reassess assets of care home residents

18/08/2015

The case of an elderly woman whose estate was depleted by care costs despite her qualifying for financial support underlines to need for councils to make regular reassessments, a watchdog has warned.

Councils told ‘never’ use B&Bs to house vulnerable young people

13/08/2015

Bed and breakfast hotels are never suitable for housing vulnerable or homeless young people, councils have been warned.

Council fined for wrongly denying pay to carer mother

06/08/2015

Councils have been urged to properly consider care circumstances in funding decisions after an authority mistakenly withheld payments over working hours concerns.

Councils warned to be ‘rigorous’ in complaints about contractors

30/07/2015

Councils have been reminded to ensure all complaints about contractors are carried out ‘properly’ following an investigation by the Local Government Ombudsman (LGO).

Ombudsman warns of accountability risk

15/07/2015

The Local Government Ombudsman (LGO) has warned that greater co-operation between council and health bodies could create accountability risks in her annual report.

Council 'one-sided' in custody case, says ombudsman

24/06/2015

A local authority has come under fire for 'one-sided actions' after it removed a baby from her mother's care.

Councils must heed Armed Forces Covenant, ombudsman warns

18/06/2015

The local government ombudsman Dr Jane Martin has warned that local authorities which have signed the Armed Forces Covenant must make sure military personnel and their families are not disadvantaged.

Complaints system not ‘value for money’ warns watchdog

17/06/2015

One in five people had problems when using public services last year, with many finding it difficult to make a complaint, a report from the National Audit Office (NAO) has revealed.

Two thirds of people not complaining about unsatisfactory public service

15/06/2015

Fears about unsatisfactory public services are going ‘unheard or unaddressed’ as research suggests two thirds of users don’t complain despite being unhappy.

Amputee forced to fund own care after council dispute

29/05/2015

A vulnerable woman, denied the appropriate care after having both her legs amputated, has received more than £27,000 following an investigation by two ombudsmen services.

Councils warned to learn from complaints process

20/03/2015

Councils have been urged to respond positively to complaints and reassure complainants it will not adversely affect the level of service they receive in the future, by the ombudsman.

Fall in complaints over families housed in B&Bs

19/03/2015

Homelessness complaints made to the Local Government Ombudsman (LGO) fell by over a quarter last year, it was revealed today.

Fears raised over complaints in children’s social care

10/03/2015

The complaints system for children’s social care is ‘creaking under the strain’, costing thousands of pounds while often failing to resolve issues – inspectors claim.

Councils warned over breaking free school transport promises

08/01/2015

Local authorities have been urged to be wary of changing school transport policies without checking prior commitments after a council was told to reinstate a boy’s travel pass.

Ombudsman demands apology and refund from care provider

19/11/2014

The Local Government Ombudsman has stepped in to name and shame a care provider that got paid twice for an elderly woman’s care but refused to pay the money back.

Ombudsman case highlights need for same sex carers

14/11/2014

Care providers have been urged to ensure vulnerable clients have access to same sex carers following a case in Warwickshire where a council failed to do so despite it being stipulated in a support plan.

Watchdog backs complaint against Hillingdon over foster care girl

05/09/2014

A council in London has reviewed its social care practice after inspectors upheld a complaint about its treatment of a girl in foster care.

Ombudsman: Council failed to communicate sale of housing complex

14/08/2014

Fylde Borough Council has been criticised for not consulting properly with elderly residents over the sale of a housing complex to a developer.

We are not complacent on complaints

07/08/2014

The Local Government Ombudsman report gives us all food for thought

Council benefits and tax complaints on the rise

15/07/2014

Complaints about handling of benefits and tax by England’s councils rose by over a quarter last year, figures have revealed.

Inspectors issue second report on Selby District Council

01/07/2014

Inspectors have criticised Selby DC for a second time after the council refused to accept recommendations issued late last year.

Call for integrated public services ombudsman

20/06/2014

The creation of an integrated public services ombudsman is ‘overdue’, a think-tank report published today has said.

Adult social care complaints on the rise

28/05/2014

Complaints about adult social care have more than doubled in the last five years, the Local Government Ombudsman (LGO) has revealed.

MPs call for 'updated' public ombudsmen

28/04/2014

MPs have demand the ‘outdated’ Parliamentary and Health Service Ombudsman (PHSO) be replaced with a ‘People’s Ombudsman’, in a report published today.

Stop ignoring complaints about public services, ombudsman warns

14/04/2014

Complaints provide a ‘vital’ opportunity to improve public services and should not be ignored, according to a national watchdog.

Calls made for single public ombudsman

02/04/2014

Calls have been made to create a single public services ombudsman for health and social care in England.

Health and care complaints system ‘bewildering’ says consumer champion

21/03/2014

Complaining about health and social care services must be made easier as the current process is too ‘bewildering’ for people, according to Healthwatch England.

Birmingham Council ‘lost’ disabled child in system for four years

20/03/2014

Birmingham City Council ‘lost’ contact with a disabled child for four years, according to a report from the Local Government Ombudsman (LGO).

Ombudsman finds council failed to act on noise complaints

13/03/2014

Hinckley and Bosworth Borough Council failed to tackle ‘excessive noise’ from racing track Mallory Park and has been told to pay residents compensation.

People failing to complain about poor public services

13/03/2014

Nearly half of people who complained about problems with a public service in the past year felt their complaint was ignored, according to new research from Which?

Ombudsman warns children with SEN not always treated ‘fairly’ by councils

04/03/2014

The Local Government Ombudsman is warning councils to ensure the ‘fair’ treatment of children with Special Educational Needs (SEN).

Neuroscience and knife crime image

Neuroscience and knife crime

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