Improvements in complaints handling by councils

The request was successful.

Dear Sir or Madam,

On page 31 of your 08/09 annual report you state

'This change also reflects the improvements that have been made in complaints handling by councils partly due to our training activities.'

Please supply a copy of the independent survey or any other material that supports your bold assertion that there have been improvements in complaints handling by councils.

Yours faithfully,

A Johnson

Foi Officer, The Local Government and Social Care Ombudsman

Dear A Johnson

Our ref: CS/09/121

This is to acknowledge receipt of your request for information below, which we received on 5 November. We will respond within the 20 working day target (which would be by 3 December 2009) or, if unable to do so, we will write to you again explaining why.

Yours sincerely

Hilary Pook
Communications & Records Manager | DL: 020 7217 4734 |
Local Government Ombudsman's offfice | 10th Floor |
Millbank Tower | Millbank | London | SW1P 4QP |
www.lgo.org.uk |
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Foi Officer, The Local Government and Social Care Ombudsman

1 Attachment

Dear A Johnson

Our ref: CS/09/121

I attach a letter in response to the request below.

Yours sincerely

Hilary Pook
Communications & Records Manager | DL: 020 7217 4734 |
Local Government Ombudsman's offfice | 10th Floor |
Millbank Tower | Millbank | London | SW1P 4QP |
www.lgo.org.uk |
|

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Dear Foi Officer,

The information you refer me to only subjectively assesses the effectiveness of your training not council complaints systems. I cannot see any objective assessment that support your bold assertion that council complaints systems have improved.

Please supply the information requested, [a copy of the independent survey or any other material that supports your bold assertion that there have been improvements in complaints handling by councils], or in the alternative either an internal review or an admission that no such objective evidence exists.

Yours sincerely,

A Johnson

Foi Officer, The Local Government and Social Care Ombudsman

Dear A Johnson

Our ref: CS/09/121

You asked for 'a copy of the independent survey or any other material' - I have supplied 'any other material' - there is no independent survey.
Therefore I have supplied the information requested.

The document I directed you to includes feedback from participants of our courses on how they say their complaints systems have improved following their participation in our courses.

Yours sincerely

Hilary Pook
Communications & Records Manager | DL: 020 7217 4734 |
Local Government Ombudsman's offfice | 10th Floor |
Millbank Tower | Millbank | London | SW1P 4QP |
www.lgo.org.uk |
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Dear Foi Officer,

Thank you for your response, I will accept your response as acceptance that you have no independent objective evidence to support your bold assertion 'that council complaint systems have improved'. They only evidence you appear to have based your assertion on is the subjective assessment of council staff that have attended one of your courses. I would have thought the LGO of all organisations would have been very careful to ensure any of their statements were supported with objective and impartial evidence.

Yours sincerely,

A Johnson

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