LGO presentation to PSCN on 25 Jan 2012

2. CONTACT VOLUMES 01/01/11 TO 31/12/11

3. COMPLAINTS RECEIVED 2011 – TOTAL 11407 DECISIONS IN 2011 – TOTAL 11548

4. ASC COMPLAINTS RECEIVED 2011

5. COMPLAINTS ABOUT SOCIAL HOUSING > The Localism Act 2011 > Ombudsmen > Regulator

6. PUBLISHING DECISION STATEMENTS > Formal reports > “Local settlements” > All decisions?

7. GETTING READY TO PUBLISH > Training > Structure of decision statements > Developing a standard for decisions

10. LGO COMPLAINTS PROCESS Intake Phase: Assessment Phase: Investigation Phase:

11. ASSESSMENT PHASE

12. HANDLING COMPLAINTS IN THE ASSESSMENT PHASE > Premature complaints > Provisional view/”appeals” > Threshold for injustice > Timescales

13. OTHER ASPECTS OF THE LGO SERVICE > Investigation > Training for councils > Public value > Joint work > Statistics