Training for Local Authorities

1. Training for Local Authorities Effective Complaint Handling in Children’s Social Care

2. Who are we? • we independently investigate complaints about fault by local authorities causing injustice • 120 investigators • we have the powers of the High Court to obtain information and documents • if we find fault, we may make recommendations about how to put things right

3. 2017 – 2018 investigations • received 17,452 complaints and enquiries • carried out 4020 detailed investigations‒ and published our decisions about them online • upheld 57% of complaints against local authorities where we carried out a detailed investigation • made 3622 recommendations to put things right (LGSCO’s Annual Review of Local Government Complaints 2017-18)

4. What kind of complaints? Complaints and enquiries received, 2017-2018

5. Learning outcomes At the end of the course you will be able to: • list five things that are important to people when they complain • describe the stages of the complaint-handling process • accurately identify, define and summarise complaints • list five sources of useful evidence for investigations • investigate a complaint and reach evidence-based conclusions • identify appropriate and proportionate remedies for injustice • write a comprehensive decision letter/response • explain how learning from complaints can be used to drive service improvements

6. Complaint journey • Considering a complaint: “I felt confident to speak up.” • Making a complaint: “I felt that making my complaint was simple.” • Staying informed: “I felt listened to and understood.” • Receiving outcomes: “I felt that my complaint made a difference.” • Reflecting on experience: “I would feel confident making a complaint in the future.” (“My expectations for raising concerns and complaints”, LGSCO/PHSO/Healthwatch England, Nov 2014.)

7. Overview of the complaint process Resolve the complaint Take action as soon as possible at any stage Step 1 Accept complaint > analyse > define complaint Step 2 Plan investigation > gather > analyse > evaluate information Step 3 Make decision Step 4 Communicate decision

8. Planning the investigation • what is your brief? • is the complainant a child? • are they at risk? • do they need help to make their complaint? • if they have a representative, is that person suitable to represent them? • what are your timescales?

9. Planning the investigation • what authority do you have to gain accessto papers or interview people involved? • what other resources/support/backup do you have? • is an independent person involved? • what are you expected to produce – and who will be receiving it?

10. Evaluating information > reliable > relevant > important

11. Making a decision > has there been some fault? > what effect has it had on the complainant? > what action does the authority need to take?

12. Putting things right > if possible, put the complainant in the position they would have been in if the fault hadn’t happened > focus not so much on what went wrong, more on what the consequences were > take account of the complainant’s views, but exercise your own judgement

13. Putting things right > make the remedy appropriate and proportionate to the harm suffered > if specific action is needed, e.g. provision of a service, ensure the action is taken > if no other way to remedy, consider payment of money > if there is something to apologise for, do it

14. Putting things right > did the complainant contribute to the harm they suffered? > was the complainant put to a lot of time and trouble in pursuing their complaint? > do you need to change your practices? sometimes, people just want to know the same thing won’t happen again www.lgo.org.uk/information-centre/staff-guidance

15. Benefits of effective complaint handling to your organisation

16. Learning outcomes You should now be able to: • list five things that are important to people when they complain • describe the stages of the complaint-handling process • accurately identify, define and summarise complaints • list five sources of useful evidence for investigations • investigate a complaint and reach evidence-based conclusions • identify appropriate and proportionate remedies for injustice • write a comprehensive decision letter/response • explain how learning from complaints can be used to drive service improvements

17. Further reading www.lgo.org.uk • Annual reports and statistics • Reports and subject guidance • Decisions • Guidance on complaint handling, administrative practice, remedies and unreasonable complainants • Manual for link officers • Learning resources page for course participants • Our own policies and procedures • @LGOmbudsman • Weekly emails

18. Ombudsman training team www.lgo.org.uk/training training@lgo.org.uk 0330 403 4042