LGO Presentation (25.1.2012)

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Michael Hill

LGO presentation to PSCN on 25 Jan 2012

Business Actualités & Politique Formation

PUBLIC SECTOR COMPLAINTS NETWORK 25 JANUARY 2012 ,[object Object],[object Object],[object Object]

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

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

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

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

FOCUSING ON PARTICULAR THEMES ,[object Object],[object Object],[object Object],[object Object],Homelessness: How councils can ensure justice for homeless people Focus Report: learning the lessons from complaints www.lgo.org.uk

IN THE PIPELINE … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Focus Report: learning the lessons from complaints www.lgo.org.uk

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

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

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

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