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take sides.
HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found.ANNUAL REPORTS
Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints.. Annual report and accounts 2019-20: Making complaints countFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to GUIDANCE ON REMEDIES Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Plymouth City Council (20 004 628) Statement Not upheld Adoption 15-Apr-2021. Summary: Mr and Mrs B complained that the Council incorrectly calculated their adoption support allowance by including their child's Employment and Support Allowance in the calculation. OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found.ANNUAL REPORTS
Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints.. Annual report and accounts 2019-20: Making complaints countFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to GUIDANCE ON REMEDIES Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Plymouth City Council (20 004 628) Statement Not upheld Adoption 15-Apr-2021. Summary: Mr and Mrs B complained that the Council incorrectly calculated their adoption support allowance by including their child's Employment and Support Allowance in the calculation. OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a PLANNING - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Warwick District Council (18 004 227) Report Upheld Planning applications 15-Jun-2020. Summary: Mrs X complained the Council failed to properly protect bats and require the developer to provide compensation for biodiversity loss when it approved a planning application for a housing estate on land near her home. ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Plymouth City Council (20 004 628) Statement Not upheld Adoption 15-Apr-2021. Summary: Mr and Mrs B complained that the Council incorrectly calculated their adoption support allowance by including their child's Employment and Support Allowance in the calculation.HOMELESSNESS
London Borough of Croydon (19 004 356) Statement Not upheld Homelessness 20-Apr-2021. Summary: Ms B complains the Council has failed to rehouse her and her child. We found the Council was not at fault for failing to make an offer of housing.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) 20 012 173 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not and cannot investigate Mr X’s complaint that the Council failed to carry out a detailed investigation into his child protection report in July 2020. 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. HIGHWAY REPAIR AND MAINTENANCE Manchester City Council (20 008 501) Statement Upheld Highway repair and maintenance 19-Apr-2021. Summary: There was fault in the Council's communication in response to a request for a pothole to be repaired. DISABLED FACILITIES GRANTS London Borough of Hillingdon (20 001 187) Statement Upheld Disabled facilities grants 07-Apr-2021. Summary: Ms C complained the Council failed to install the adaptations she needed inSEARCHRESULT
Cornwall Council (16 018 233) Statement Upheld Planning applications 11-Sep-2017. Summary: The Council is at fault as it did not include reference to the insertion of windows in its summary of a planning application when notifying neighbours of the application. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
DIRECT PAYMENTS
Statement Not upheld Direct payments 22-Mar-2021. Summary: The Council - which part-funds Mrs B's care with a weekly direct payment - was not at fault for requiring her husband, Mr B, to pay her assessed weekly contribution into her direct payment account. It was entitled to charge her for her care, and Mr B had agreed in advance to make the ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
DIRECT PAYMENTS
Statement Not upheld Direct payments 22-Mar-2021. Summary: The Council - which part-funds Mrs B's care with a weekly direct payment - was not at fault for requiring her husband, Mr B, to pay her assessed weekly contribution into her direct payment account. It was entitled to charge her for her care, and Mr B had agreed in advance to make the ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.HOMELESSNESS
Statement Upheld Homelessness 19-Apr-2021. Summary: The Council's failure to provide Ms X with suitable accommodation is fault. As a result, Ms X and her children have been in unsuitable accommodation for 15 months. The Council has agreed to apologise and pay Ms X £200 a month until it finds her suitable accommodation. PLANNING - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN St Helens Metropolitan Borough Council (15 010 742) Report Upheld Planning applications 29-Jun-2016. Summary: Complaint from two men that the council's decision to allow a replacement dwelling house in Green Belt was affected by inconsistencies, errors, omissions and a lack of policy guidelines. They say the decision to allow so large ahouse
SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. 20 012 279 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate Mr X’s complaint about the Council’s handling of his neighbour’s planning application. This is because there is no LAND SALES AND DISPOSALS Yes, in some circumstances. Councils have the right to dispose of their assets (such as land or buildings), and they have fairly wide discretion to do this in any manner they wish. Generally they have to obtain the best price they can for those assets. The Ombudsman cannot question councils’ legal rights to sell or otherwise dispose of land DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications.OUR LEGAL FRAMEWORK
Our legal framework. The Local Government Act 1974 established the then Local Government Ombudsman for England and for Wales. Wales is now covered by the Public Services Ombudsman for Wales. The Act defines our main statutory functions: to investigate complaints against councils and some other authorities. to investigate complaintsabout adult
ANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
BUILDING CONTROL
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaint TOWN AND PARISH COUNCILS NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications.OUR LEGAL FRAMEWORK
Our legal framework. The Local Government Act 1974 established the then Local Government Ombudsman for England and for Wales. Wales is now covered by the Public Services Ombudsman for Wales. The Act defines our main statutory functions: to investigate complaints against councils and some other authorities. to investigate complaintsabout adult
ANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
BUILDING CONTROL
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaint TOWN AND PARISH COUNCILS NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOURHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Cambridgeshire County Council (20 003 498) Statement Upheld Adoption 15-Mar-2021. Summary: Mr and Mrs B have an adopted child. They complained about how the Council dealt with the placement of their adopted child's birth mother in a mother and baby foster placement close to their home, and the issues arising from this. GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintWASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. CHALLENGING OUR DECISIONS You can apply to the High Court to challenge an Ombudsman’s decision because it is legally flawed – this is called judicial review – but you have to act quickly and you may need to take advice, for example from a solicitor, law centre or Citizens Advice Bureau. There is no other way to challenge our decisions. it was based on important 20 012 279 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate Mr X’s complaint about the Council’s handling of his neighbour’s planning application. This is because there is no DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. WHICH OMBUDSMAN FOR SOCIAL HOUSING COMPLAINTS? The Local Government and Social Care Ombudsman considers complaints about local authorities’ wider housing activities, for example in discharging their statutory duties in homelessness. There are areas where there may appear to be some over-lap between the jurisdiction of the two Ombudsmen. We are both able to conduct joint investigations HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications.OUR LEGAL FRAMEWORK
Our legal framework. The Local Government Act 1974 established the then Local Government Ombudsman for England and for Wales. Wales is now covered by the Public Services Ombudsman for Wales. The Act defines our main statutory functions: to investigate complaints against councils and some other authorities. to investigate complaintsabout adult
ANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
BUILDING CONTROL
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaint TOWN AND PARISH COUNCILS NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOURHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Cambridgeshire County Council (20 003 498) Statement Upheld Adoption 15-Mar-2021. Summary: Mr and Mrs B have an adopted child. They complained about how the Council dealt with the placement of their adopted child's birth mother in a mother and baby foster placement close to their home, and the issues arising from this. GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintWASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. CHALLENGING OUR DECISIONS You can apply to the High Court to challenge an Ombudsman’s decision because it is legally flawed – this is called judicial review – but you have to act quickly and you may need to take advice, for example from a solicitor, law centre or Citizens Advice Bureau. There is no other way to challenge our decisions. it was based on important 20 012 279 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate Mr X’s complaint about the Council’s handling of his neighbour’s planning application. This is because there is no DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. WHICH OMBUDSMAN FOR SOCIAL HOUSING COMPLAINTS? The Local Government and Social Care Ombudsman considers complaints about local authorities’ wider housing activities, for example in discharging their statutory duties in homelessness. There are areas where there may appear to be some over-lap between the jurisdiction of the two Ombudsmen. We are both able to conduct joint investigations HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. MORE SYSTEMIC PROBLEMS SEEN IN OMBUDSMAN COMPLAINTS LEAD Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than everbefore.
OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. MORE SYSTEMIC PROBLEMS SEEN IN OMBUDSMAN COMPLAINTS LEAD Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than everbefore.
OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Cambridgeshire County Council (20 003 498) Statement Upheld Adoption 15-Mar-2021. Summary: Mr and Mrs B have an adopted child. They complained about how the Council dealt with the placement of their adopted child's birth mother in a mother and baby foster placement close to their home, and the issues arising from this. GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintWASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. CHALLENGING OUR DECISIONS You can apply to the High Court to challenge an Ombudsman’s decision because it is legally flawed – this is called judicial review – but you have to act quickly and you may need to take advice, for example from a solicitor, law centre or Citizens Advice Bureau. There is no other way to challenge our decisions. it was based on important 20 012 279 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate Mr X’s complaint about the Council’s handling of his neighbour’s planning application. This is because there is no DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. WHICH OMBUDSMAN FOR SOCIAL HOUSING COMPLAINTS? The Local Government and Social Care Ombudsman considers complaints about local authorities’ wider housing activities, for example in discharging their statutory duties in homelessness. There are areas where there may appear to be some over-lap between the jurisdiction of the two Ombudsmen. We are both able to conduct joint investigations HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. MORE SYSTEMIC PROBLEMS SEEN IN OMBUDSMAN COMPLAINTS LEAD Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than everbefore.
OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities to GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. OMBUDSMAN ISSUES GUIDE FOR DEALING WITH CHILDREN’S The Local Government and Social Care Ombudsman is today launching a new guide to help local authorities handle complaints under the children’s services statutory complaints process. MORE SYSTEMIC PROBLEMS SEEN IN OMBUDSMAN COMPLAINTS LEAD Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than everbefore.
OMBUDSMAN’S CALLS FOR MORE TRANSPARENCY OVER FREE NURSERY The Local Government and Social Care Ombudsman is urging councils to have better oversight of nurseries offering free early years places, after a nursery chain was found to be charging Leicestershire parentsa ‘top-up fee’.
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.HOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow aDIRECT PAYMENTS
Statement Not upheld Direct payments 22-Mar-2021. Summary: The Council - which part-funds Mrs B's care with a weekly direct payment - was not at fault for requiring her husband, Mr B, to pay her assessed weekly contribution into her direct payment account. It was entitled to charge her for her care, and Mr B had agreed in advance to make the 20 011 749 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation. NEW COMPLAINTS HANDLING GUIDE OFFERS ADVICE TO LOCAL The Local Government and Social Care Ombudsman is today issuing new guidance on effective complaint handling for local authorities. Based on previous documents, the new guide offers practical, real-world advice and guidance on running a complaints system to ensure it is effective and helps improve services.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) PLANNING - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN St Helens Metropolitan Borough Council (15 010 742) Report Upheld Planning applications 29-Jun-2016. Summary: Complaint from two men that the council's decision to allow a replacement dwelling house in Green Belt was affected by inconsistencies, errors, omissions and a lack of policy guidelines. They say the decision to allow so large ahouse
20 012 279 - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN Summary: We will not investigate Mr X’s complaint about the Council’s handling of his neighbour’s planning application. This is because there is no HIGHWAY REPAIR AND MAINTENANCE Statement Upheld Highway repair and maintenance 09-Feb-2021. Summary: Ms D complains the Council's consultation process for parking restrictions in her street was flawed. The Ombudsman has found evidence of fault by the Council. He has upheld the complaint and completed the investigation because the Council agrees to hold a freshconsultation.
DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. MORE SYSTEMIC PROBLEMS SEEN IN OMBUDSMAN COMPLAINTS LEAD Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than everbefore.
HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.NOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish council DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish councilNOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach. DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish councilNOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach. DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish councilNOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach. DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
HOME
This complaint form is hosted by one of our partners, and the website sets cookies on your device that are essential to allow you to use this service. We would also like to set cookies to analyse how the form is used, which helps us to improve the service for everybody. These do not collect personal information that can identify you, andare
NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish councilNOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach. DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.FOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools to scrutinise local services. Focus reports are web-based publications. FREQUENTLY ASKED QUESTIONS The Local Government Act 1974 says that before investigating a complaint, we must be sure that the council or care provider knows about the complaint and has had a reasonable opportunity to investigate and reply to it. We usually expect you to go through all stages of a council’s complaints procedure before we will look atyour complaint.
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NOT PROVIDING SAME SEX CARERS CAN IMPACT DIGNITY, SAYS An investigation by the Local Government Ombudsman (LGO) has highlighted the need for care providers to make every effort to supply vulnerable clients with same-sex carers, after a family was left without respite for more than two years. HOME - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMANHOW TO COMPLAINADULT SOCIAL CAREINFORMATION CENTREDECISIONSADVISERS & ADVOCATES The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
GUIDANCE ON REMEDIES Guidance on Remedies. Our investigators follow this guidance in making recommendations to remedy injustice. While we judge each case on its merits, this framework provides assurance our recommendations are consistent and fair. Councils and care providers should find this document useful to inform the remedies offered in their own complaintHOW TO COMPLAIN
If your problem has not been put right. If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a KENT TEEN LEFT TO LIVE IN TENT DURING COVID CRISIS Kent teen left to live in tent during Covid crisis. A Kent teenager was left to sofa surf and live in a tent for almost two months by Medway Council during the COVID-19 pandemic after his family was left homeless, the Local Government and Social Care Ombudsman has found. The Ombudsman found the council missed at least five opportunities toANNUAL REPORTS
Annual Reports. Our annual report and accounts are laid in Parliament and concentrate on our performance. For more information on complaint statistics of the bodies we investigate see our annual reviews of complaints. Annual report and accounts 2019-20: Making complaintscount.
ADOPTION - LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN The Council agreed to pay them £500. Birmingham City Council (20 000 990) Statement Upheld Adoption 05-Jan-2021. Summary: Mr X complains the Council has not properly apologised for fault with how the Council dealt with an adoption process. The Council is at fault because it has not completed the actions agreed to in a mediation meeting.WASTE AND REFUSE
Mrs A has assisted collection – the council should collect and return the bins to an agreed point. During 2018 there were repeated missed collections of general waste and garden waste. Mrs A reported the missed collections but the Council closed the reports on its system without taking any action to collect the waste or improve theservice.
HOMELESSNESS APPLICATIONS Other sources of information. If you are in a crisis and you need immediate practical help or advice on your legal rights you can contact Shelter who run a free national telephone advice line (0808 800 4444) and have a network of housing aid centres across England – you can find out more at www.shelter.org.uk.. Law centres, Citizens Advice Bureaux and independent housing advice centresFOCUS REPORTS
Focus reports highlight common or systemic issues we see, brought to life with case studies from our complaints. They share learning from complaints to help councils and care providers make improvements, contribute to public policy debates and give elected members tools toBENEFITS AND TAX
Craven District Council (20 001 522) Report Upheld COVID-19 25-Mar-2021. Summary: Mr C and Mr D complained about a discretionary grant scheme, set up by the Government and administered by local authorities to support businesses impacted by COVID-19. They say the Council did not award either of their businesses enough money to helpcope with the
BUILDING CONTROL
Mr X complains the council’s building control team missed obvious and serious breaches of the Building Regulations during an inspection.The council failed to keep records of a site visit and failed to identify work which needed to be completed in order for it to issue a completion certificate.SEARCHRESULT
Date range. From To . Sort Results. Descending (latest first) Ascending (oldest first) TOWN AND PARISH COUNCILS The Local Government Act 1974 (S34 (1)) defines the authorities that we may investigate. Parish and town councils are not included in this definition. But we may be able to consider a complaint about a parish or town council if it is acting on behalf of another council. So, for example, if a county council has arranged that the parish councilNOISE NUISANCE
Council officers were satisfied there was a statutory nuisance and served a noise abatement notice. It only covered noise from music, not noise from people. Officers told Ms P that they would monitor the pub for breaches of the notice. Ms P continued to report noise issues but was not contacted by officers seeking evidence of a breach. DISABLED FACILITIES GRANTS The Council was not at fault. Newcastle-under-Lyme Borough Council (20 002 685) Statement Upheld Disabled facilities grants 08-Mar-2021. Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. NEIGHBOUR NUISANCE AND ANTI-SOCIAL BEHAVIOUR This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman.* Skip to Content
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THE LOCAL GOVERNMENT & SOCIAL CARE OMBUDSMAN We look at individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a free service. We investigate complaints in a fair and independent way - we do nottake sides.
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03 Jun 2021 Isle of Wight Council removes health care support for boywith medical needs
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