News from the Ombudsman - April 2025

Date of article: 30/04/2025

Daily News of: 06/05/2025

Country:  United Kingdom - England

Author: Local Government Ombudsmen for England

Article language: en

News from the Ombudsman - April 2025

Welcome...

Welcome to the latest edition of News from the Ombudsman.

In this edition you can read about the:

  • latest update from our Ombudsman, Amerdeep
  • new Local Government Association Guidance for councillors on how to help with your complaints
  • new newsletter we are publishing to tell independent care providers about our work
  • national debates we have informed using evidence from our investigations
  • information on our website about how to appeal the school place your child has been offered

We hope you enjoy reading our newsletter. If you'd like to hear more about the work we do, why not follow us on LinkedIn?


Systemic challenges and public service improvements

NL - Amerdeep landscape

The last few months has seen us focus on our role in improving public services both at a local and a national level. Sharing our learning to bring about improvement is something we are required to do by law – it is stated in the 1974 Local Government Act – alongside our work to provide support to individuals when things go wrong.

We issued a report about services provided for children with special educational needs and disabilities by Tameside Metropolitan Borough Council at the end of February. In the report, while examining an individual case brought to us, we uncovered that nearly 60% of children on the council’s books had waited more than eight months for decisions on their Education, Health and Care (EHC) Plan reviews, significantly longer than they should have done. 

In Rochdale we found even higher numbers, where the council disclosed to us that it had a backlog of nearly 1,500 EHC Plan reviews to make decisions on. In a previous investigation it had told us it was taking steps to address this, but the two-year period we looked at showed that cases were actually on the increase. As a result of our report the council agreed to produce an action plan for improvements.

Alongside this we have issued a range of guides for councils on applying our Complaint Handling Code. We have worked hard to ensure these are practical, useful and clear, and collectively they give local authorities the tools they need to manage complaints in line with best practice. Whilst some councils already handle complaints in line with our Code, not all do and as such we are giving them the next 12 months to get their systems in order. We will begin to assess compliance with the Code in our investigations from April 2026, and later this year will be producing information for the public about how you can expect the Code to work in your local area.

Social care is obviously a huge part of our work and we have recently produced detailed and specific guidance on how local authorities should manage complaints about social care. We’ve also produced a video for independent care providers which you might find useful if you or a relative are using social care services that you pay for.

2025 is already proving to be one of our busiest years and there is no reason to think that will slow down. We continue to strive to provide the best possible service whilst managing the thousands of complaints that come to us every month.


Local Government Association issues complaint guide for local councillors

The Local Government Association has published a revised edition of its workbook for local councillors on handling complaints. 

Local councillors represent their area and the people who live in it. Councillors provide a bridge between the community and the council. They can act as an advocate for residents, signposting them to the right people at the council or raising issues on their behalf.

The new workbook incorporates key information from our Complaint Handling Code and good practice guides to support local councillors to best deal with complaints from local people and organisations. 

Read the workbook


Recent consultations

Question marks in wooden blocks

We regularly use the lessons we have learned from all areas of our casework to inform the expert evidence we provide to national debates.

We have responded to the following consultations and inquiries recently:

  • The Department for Education consultation on School Accountability Reform
  • The Department for Transport consultation on a New Rail Watchdog
  • The Public Accounts Committee inquiry into Local Government Financial Sustainability

You can read more about the consultations and enquiries we have submitted evidence to on our website.


Not happy with the school place your child has been offered?

Children walking to school

By now, parents whose children are due to start school in the autumn will have been told by their local authorities which school they should be attending.

Most parents will be happy with the place their child has been allocated, but for those who are not, there are ways to challenge this through an appeal process.

Although we cannot investigate complaints about academies and free schools, we can, in certain circumstances, investigate complaints from parents if they are unhappy with the way the appeal was conducted for other school types. We have factsheets on our website about our role in the complaints process in the following areas:


Newsletter for care providers

Happy older people in care setting

Did you know we also investigate complaints about private care providers in adult social care? 

We will be publishing a newsletter for private care providers from next month offering learning from our casework and information about good practice. 

The new newsletter will be aimed at professionals who work for, manage or lead care establishments and will be sent every two months.

Readers of this newsletter who would also like to receive our care provider bulletin can sign up by clicking on this link.


News you may have missed


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(EO) Ombudswoman Anjinho welcomes EIB decision to proactively publish more environmental and social data

Date of article: 30/04/2025

Daily News of: 30/04/2025

Country:  EUROPE

Author: European Ombudsman

Article language: en

News - Date Wednesday | 30 April 2025
Case 2252/2022/OAM - Opened on Wednesday | 22 February 2023 - Decision on Monday | 20 November 2023 - Institution concerned European Investment Bank ( Maladministration found ) - Country Czechia

European Ombudswoman Teresa Anjinho has welcomed a decision by the European Investment Bank (EIB) to start proactively publishing its environmental and social assessments for projects located outside the EU that are likely to have a significant impact on the environment. From now on, the EIB will publish this information ahead of the adoption of financing decisions by its Board of Directors.

The earlier publication of this data should allow the public to more meaningfully participate in the assessment of the environmental and social aspects of projects the EIB is considering funding. It will also better align the EIB’s practices with those of other multilateral development banks.

The EIB’s decision follows an Ombudsman inquiry concerning its refusal to give public access to the environmental and social assessment of a project in Nairobi, Kenya as well as its general practice of not publishing such information until after financing decisions have been taken.

Read more

Dr. Christian Frenzel: Zusammenhalt macht unsere Gesellschaft aus

Date of article: 25/04/2025

Daily News of: 30/04/2025

Country:  Germany - Mecklenburg-Vorpommern

Author: Regional Ombudsman of Mecklenburg-Vorpommern

Article language: de

25.03.2025

Nach gut einem Jahr im Amt hat der Bürgerbeauftragte des Landes Dr. Christian Frenzel heute seinen Jahresbericht 2024 an die Landtagspräsidentin Birgit Hesse übergeben. Im Berichtsjahr erreichten 1.728 Petitionen das Büro des Bürgerbeauftragten, fast genauso viele wie im Vorjahr. In 46 Bürgersprechstunden im ganzen Land konnten die Bürgerinnen und Bürger ihre Anliegen vortragen. Inhaltlicher Schwerpunkt waren wieder Fragen in sozialen Angelegenheiten wie Bürgergeld und Grundsicherung für Arbeitsuchende. Kommunale Angelegenheiten und Petitionen aus dem Polizei- und Ordnungsrecht haben etwas an Bedeutung gewonnen. 

Dazu sagte Christian Frenzel heute in Schwerin:    

"Meine Überzeugung ist, dass ein enger Kontakt zu den Bürgerinnen und Bürgern die Grundvoraussetzung ist, um mehr Verständnis für die Entscheidungen von Politik und Verwaltung zu erreichen. Der Staat muss besser erklären. Dann sind die Menschen auch zu notwendigen Veränderungen bereit. Und durch mehr Vertrauen in die Bürgerinnen und Bürger kann der Staat auch seine Abläufe vereinfachen und auf die eine oder andere Regelung verzichten."

Damit würde auch der gesellschaftliche Zusammenhalt gestärkt. Die Sorgen der Bürgerinnen und Bürger müsse man ernst nehmen und ihnen nachgehen. Zu unterscheiden seien immer die Lebensumstände vor Ort und die große Sorge um die Zukunft. 

„Bei aller Kritik im Einzelnen müssen wir immer auch darauf schauen, was unsere Gesellschaft ausmacht. Wir müssen denjenigen den Rücken stärken, die Verantwortung übernehmen und sich für das Gemeinwohl einsetzen: der ehrenamtlichen Bürgermeisterin ebenso wie den Vorständen der zahlreichen Vereine und Träger in den Bereichen Sport, Kultur, Heimat, Sozialberatung, Kleingärten, aber auch bei der Freiwilligen Feuerwehr oder dem Rettungsdienst. Unsere Demokratie lebt vom gesellschaftlichen Zusammenhalt“, so der Bürgerbeauftragte weiter.

Der Bericht des Bürgerbeauftragten wird nun zunächst in den Ausschüssen des Landtages beraten. Der vollständige Bericht ist demnächst auf der Homepage des Bürgerbeauftragten verfügbar.

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Commissioner for Education urges action to safeguard right to education for LSE-supported and CCP Students during MATSEC period

Date of article: 28/04/2025

Daily News of: 30/04/2025

Country:  Malta

Author: National Ombudsman of Malta

Article language: en

The Commissioner for Education within the Office of the Parliamentary Ombudsman has in the past days received several communications from parents of LSE supported children in state secondary schools who will not be sitting for their MATSEC examinations. These parents have expressed concern that their year-11 children have been told to remain at home between today the 28th of April and the 29th of June. 

From preliminary information obtained it would appear that although the Education Authorities are providing a special course for these students for that period, very few parents have in fact applied to have these children attend this course, possibly indicating lack of proper consultation with these parents as to the needs of the children and the parents’ expectations.

Similar concern has been expressed by the parents of years 7 to 10 Core Curriculum Programme (CCP) students over the possibility of their children also being told to remain at home at some stage in the future.

The situation appears to be exacerbated by current directives issued by the Union of Professional Educators (UPE) restricting the temporary re-assignment/redeployment of union members from year-11 children taking MATSEC exams to support children in lower years who are without an LSE.

The Commissioner for Education reminds all the education-providing stakeholders – principally the Education Authorities and all the unions concerned – that children with disabilities, like other children, have a fundamental right to schooling and to the best education possible compatible with their situation, and that they should not be subjected to improper discrimination because of their disability. The Commissioner also enjoins the stakeholders to bear constantly in mind the already heavy burden, both emotional and financial, being carried by the parents of these children, and hopes that nothing will be done to increase that burden.

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Scottish Welfare Fund update - April 2025

Date of article: 30/04/2025

Daily News of: 30/04/2025

Country:  United Kingdom

Author: Scottish Public Services Ombudsman

Article language: en

During March, our SWF team

  • responded to 58 enquiries
  • made 47 decisions
    • 12 community care grants
    • 35 crisis grants
  • upheld 4 (33%) of community care grants and 6 (17%) of crisis grants
  • signposted an additional 38 applicants to other sources of assistance. 87% of these were calling us instead of their local council in error and the remaining 13% noted accessibility issues as their council had no freephone number
  • received 16 enquiries from local councils seeking advice on the guidance

Stakeholder engagement 

Our new Scottish Welfare Fund information video is live! This animation explains what support the SWF can offer and gives an overview of the application and review process. 

Read more

Link to the Ombudsman Daily News archives from 2002 to 20 October 2011