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Michael Hill
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LGO presentation to PSCN on 25 Jan 2012
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LGO Presentation (25.1.2012)
1.
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
8.
9.
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
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