Dear Mr Nunn

Information Provided under the Freedom of Information Act

Thank you for your e-mail of 23 September, seeking clarification on how the Department monitors complaints received about the Local Government Ombudsman.

With regards to complaints about the Ombudsman, all correspondence to the Department about the Ombudsman and the service they provide is read and responded to. It may be helpful if I explain how correspondence is recorded in the Department.

Firstly, correspondence received into our general enquiries section, including letters from MP's are recorded on our Ministerial Correspondence system. However, the system simply records them as being about the `Ombudsman' or `LGO'.

In addition there are non-ministerial letters which were directly forwarded to this team in relation to the Ombudsman. I should explain here that prior to early 2008 these letters which were not from MP's or Peers were not recorded on the Ministerial Correspondence system and were forwarded directly to the team responsible.

What the system does not record is telephone calls or letter and e-mails sent directly to staff here in the Department. Not all correspondence received in the Department about the Local Government Ombudsman are complaints.

Communities and Local Government as an organisation aims to be as helpful as possible in the way it deals with requests for information under the Freedom of Information Act 2000. If, however, you are not satisfied with the way in which your request has been handled or the outcome, you may request an internal review within two calendar months of the date of this letter. Information about the Department's review procedures and how to apply for an internal review of your case is contained in the enclosed leaflet. This also explains your right to apply directly to the Information Commissioner for a decision in the event that you remain dissatisfied following the authority's review

If you have any queries about this letter, please contact me. Please remember to quote the reference number above in any future communications

Yours sincerely

Vanita Patel