1. NAFAO and the Ombudsman
Rob Draper, Assessment Team Leader,
23 May 2018

2. Overview: Brief introduction to LGSCO- What we do Some statistics
A couple of topical matters…
Q & A

3. The Ombudsman’s work

4. Who are we?
we independently investigate complaints about fault by independent care providers and local authorities causing injustice
100 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

5. 2016 – 2017 investigations
received around 19,000 complaints and enquiries
considered 11,526 of these further ‒ 4771 of which we investigated in detail ‒ and published our decisions about them online
upheld 54% of complaints against local authorities where we carried out a detailed investigation
made 3940 recommendations to put things right
(LGO’s Annual Review of Local Government Complaints )

6. What kind of complaints?
Complaints and enquiries received,

7. The Social Care Ombudsman
we investigate all complaints about adult social care services, whether care is funded privately or provided by local authorities
we received 3061 complaints and enquiries in
2614 were about councils, 447 about individual care providers
1318 recommendations made
63% complaints upheld

8. Topical matters:
We publish almost all our decisions and a series of e-newsletters you can subscribe to on our website
Timing and procedure for financial assessment under the Care Act 2014
Contracting and complaints arrangements – Manual for Council link officers
Top-up fees and providing information to people

9. Ombudsman contacts:
Nicola Driver,
External Relationships and Training Co-ordinator
(Steph Smith)

10. Questions