Care providers across England are being urged to ensure their complaints processes meet basic standards, after the Local Government and Social Care Ombudsman found a medium-sized provider had no procedure when investigating a family’s complaint.

The resident’s son complained Park Homes (UK) Limited applied a 30 per cent increase in fees without notice in April 2023.

Despite the son chasing multiple times, it took the provider – which has care homes across England and Scotland – until August to acknowledge his contact.

The resident died in October 2023, but by March 2024 the provider still had not refunded the fees and so the family could not settle the estate. The family complained to the Ombudsman the same month.

By November the same year, the provider agreed to refund the resident’s account, but this was not paid till the end of January 2025.

The Ombudsman’s investigation was hampered by similar prolonged delays from the provider, and it was not until February 2025 that it sent a substantive response to the Ombudsman’s enquiries, after a witness summons was threatened.

Ms Amerdeep Somal, Local Government and Social Care Ombudsman, said:

“This family experienced poor service at a difficult time, with the loss of their loved one. Our investigation suggests that the provider does not have a proper complaints procedure. I am shocked that a provider of this size does not have something so fundamental as a formal process for managing and responding to people’s concerns.

“Not only is this a potential breach of the Health and Social Care Act regulations, but it demonstrates a lack of desire to listen to residents and their families and take on board the invaluable feedback and learning concerns and complaints can provide.

“This provider needs to take a serious look at the way it manages its complaints process to ensure it complies with the regulations, and with good practice and put in place a proper complaints procedure to respond to people’s concerns.”

The Local Government and Social Care Ombudsman remedies injustice and shares learning from investigations to help improve public, and adult social care, services. In this case the provider should apologise to the family and pay them a combined £800 for the stress and frustration caused by its poor complaints response.

The Ombudsman has the power to make recommendations to improve processes. In this case the provider should review its complaint handling and establish a proper complaint process which should be made freely available to residents and relatives or other interested parties. It should also ensure its processes for increasing fees align with the regulations and Competition and Markets Authority guidance.

Concepción Gimeno pide que se estudie su impacto como método de enseñanza y que se regule su uso para evitar discriminación por razones socioeconómicas entre el alumnado

La justicia de Aragón, Concepción Gimeno, ha emitido una sugerencia dirigida al Departamento de Educación relativa al uso de dispositivos electrónicos en los centros escolares. En primer lugar, se insta a la Consejería a estudiar el impacto que tiene para el alumnado el uso de estos dispositivos como método de enseñanza educativa, al objeto de conocer los efectos y las consecuencias que producen en el desarrollo educativo y personal de los menores.

En segundo y último lugar, la resolución pide que se valore la posibilidad de regular el uso de dispositivos electrónicos en los centros educativos sostenidos con fondos públicos. El objetivo de esta propuesta es dar seguridad jurídica a centros y familias y garantizar un uso adecuado de las tecnologías de la información por parte del alumnado sin que la metodología pueda generar discriminación por razones socioeconómicas entre el alumnado.

La institución del Justicia de Aragón da respuesta con esta sugerencia a varios escritos de queja de diferentes familias mostrando su disconformidad con el hecho de que determinados centros educativos obliguen a adquirir tabletas al alumnado y que estas tengan que ser sufragadas íntegramente por las familias.

En una de las quejas, el ciudadano informa de que más de un tercio de las familias del centro firmaron para que se redujeran las horas de uso de estos dispositivos en el centro y para que no lo tuvieran que comprar los padres. En otra de las quejas, la familia que la ha presentado advierte de la negativa del centro a que se puedan utilizar dispositivos de hermanos mayores o de otras marcas diferentes a la propuesta por el centro.

News and events of the Ombudsman’s Office in July 2025 (information in links mostly available in Latvian).

To-do list for those involved in the educational process

With the new school year approaching, the Ombudsman wished to remind local governments and heads of schools about several issues regarding preparation for the new school year, including provision of school supplies, clear rules regarding the use of smart devices for pupils, especially up to Grade 6, the earliest start time of classes and adult companion in school buses.

Ombudsman replies: Are there any obligations for apartment owners due to house renovation?

People have turned to the Ombudsman’s Office asking whether and what are the obligations of apartment owners when renovating an apartment building in which their property – an apartment – is located? Everything, including the agreement on costs, the progress of works and also the responsibility associated with settlements, is in the hands of apartment owners. If not only savings, but also external funding has been obtained for renovation process then full responsibility for the credit payment rests with all the apartment owners.

Young people who have voluntarily completed the National Defence Service must have clear conditions regarding the possibility of obtaining a budget position in a higher education institution

Young people who have voluntarily served in the National Defence Service must have access to clear and understandable conditions to qualify for a state-funded study places at a university or college. In July, Deputy Ombudsman Ineta Piļāne invited representatives of the Ministry of Defence and the Ministry of Education and Science to discuss the current procedure.

Ombudsman replies: Is it permissible not to admit students to vocational school if they have acquired primary education according to special programme?

The Ombudsman’s Office has received a question from a resident, whether a vocational school providing secondary vocational education programmes, may refuse to admit a young person who has acquired primary education according to special programme. The short answer is that there is no legal basis for refusing to admit the pupil, but it should be taken into account that he/she will parallelly  have to study both the profession and secondary education programme.

Ombudsman’s Office conducts research: rotation in the civil service – promotion or punishment?

The Ombudsman’s Office is launching a study on the transfer of civil servants, often referred to as rotation. The complaints received give the impression, prima facie, that rotation of civil servants is being used to deal with uncomfortable officials. Is this the case and how effective is the transfer of officials? The answers to these questions require more research into the problem. Therefore, the Ombudsman’s Office has sent questionnaires – one to state institutions and the other to civil servants and invites replies by 1 September.

Expenses of local governments for the needs of unaccompanied minor asylum seekers must be compensated without delay

The Ombudsman’s Office has approached the Prime Minister with a request to the government to assess as soon as possible how expenses will be compensated to those local governments that provide for the needs of unaccompanied minor asylum seekers. The problem is that the workload of some municipal Orphan’s and Custody Courts has increased significantly, but it is still not clear whether and when the state will allocate additional funding. Ropaži municipality currently faces a particular burden.

Rule of Law Report. What is the situation in Latvia?

Rule of law guarantees democracy and citizens’ rights and freedoms; it is one of the fundamental values of the European Union (EU). Although each Member State has their national laws, they must act in accordance with EU requirements to jointly promote the interests of democratic countries and the rights of individuals. For the sixth year in a row, the European Network of National Human Rights Institutions (ENNHRI) has been inviting participating institutions to report on the situation in their country, focusing on various aspects of human rights and rule of law. The report is an opportunity to see Latvia in relation to other EU countries, to assess aspects where our country manages to implement good practices and where improvements are needed. At the same time, it is also an opportunity for the Ombudsman’s Office to show what the institution has done to strengthen human rights in Latvia.

Documents prepared by the Ombudsman’s Office:

• Ombudsman’s opinion on the action of Riga local government in determining the rent for municipality housing
• Ombudsman’s opinion on the inclusion of mandatory State social insurance contributions in the expenditure of self-employed persons

Probleme beim Bürgergeld, wie zum Beispiel mit der Übernahme der Kosten für Miete oder Heizung, mit der Hilfe zum Lebensunterhalt, dem Wohngeld oder auch mit Leistungen der Krankenkassen oder Schwierigkeiten beim Kindergeld - die Bürgerbeauftragte für soziale Angelegenheiten des Landes Schleswig-Holstein, Samiah El Samadoni, hilft bei allen Fragen rund um das Sozialrecht. Darüber hinaus berät die Bürgerbeauftragte auch als Leiterin der Antidiskriminierungsstelle des Landes und als Ombudsperson in der Kinder- und Jugendhilfe im Rahmen dieser Sprechstunde. Zudem ist die Bürgerbeauftragte auch Beauftragte für die Landespolizei und damit Ansprechpartnerin für Beschwerden von Bürger*innen und Eingaben von Polizist*innen.

The Parliamentary Ombudsman, Judge Joseph Zammit McKeon, attended the commemoration of the 45th Anniversary of the Malta Association of Retired Police Officers (MARPO), an important milestone honouring those who dedicated their careers to serving the Maltese community.

The event began with a Mass at the Police Headquarters Chapel in memory of former officers who have passed away. This was followed by a gathering at the Officers’ Mess, providing an opportunity for former colleagues to reconnect and share memories of camaraderie and service.

The commemoration was addressed by the Minister for Home, Security and Employment, the Hon. Byron Camilleri, and by Police Commissioner Angelo Gafà, who expressed appreciation for MARPO’s continued contribution through their participation in annual discussions, underlining the value of their experience in shaping the Force’s future. MARPO Secretary Mr Ray Zammit also addressed the gathering, thanking attendees and highlighting the vital role retired officers continue to play in supporting the community and the Police Corps, including through service as Reserve Police Constables (RPC).