The Local Government and Social Care Ombudsman has published a good practice guide for local authority statutory officers explaining how complains can play a key role in scrutiny and oversight functions as well as supporting best value standards. The guide has ben published alongside a guide for Members responsible for scrutiny of complaints performance providing them with key questions to ask to support effective democratic oversight.
Alongside these guides the Ombudsman has also published a guide for complaints managers. This guide explains the importance of linking complaints processes with other routes to redress such as the courts and insurance claims to ensure local authorities support the public to use the most appropriate route to have their concerns heard.
This webinar will set out the key principles of both guides and explain how Monitoring Officers can use complaints data and data from Ombudsman investigations to demonstrate their authority is proactively identifying recurrent issues in services and learning from when things go wrong.
Cameron is responsible for managing the Ombudsman’s relationship with local authorities across England. He is also responsible for managing the delivery of the Ombudsman’s external training program in effective complaint handling.
Cameron has substantial experience in investigating complaints about local authorities and social care providers across a whole range of subjects from planning to housing through to children’s and adult social care.
Cameron also represents the Ombudsman in the media and has spoken about his work on Rip Off Britain on BBC1 as well as Women’s Hour and You and Yours on BBC Radio 4.
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12:00 - 13:00
Online
