Laura Sharman 14 December 2016

Watchdog sets out how combined authorities can improve complaints system

Watchdog sets out how combined authorities can improve complaints system image

Combined authorities have been urged to adopt a 'no wrong door' attitude to complaints by the Local Government Ombudsman.

The ombudsman has issued new guidance to ensure combined authorities provide service users with a clear route to redress when something goes wrong.

It argues that new authorities have the opportunity to create a complaints system that is more accountable and provides better value for money.

Dr Jane Martin, Local Government Ombudsman, said: 'People should have a seamless route for redress, and we want the new authorities to foster a ‘no wrong door’ attitude to complaints, where everyone is able to deal with a complaint regardless of whether or not that complaint was about their specific area or organisation within the combined authority.

'It is also imperative that the learning from complaints is shared throughout the new authority and used to improve future service provision.'

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