Delay
In the current climate, we understand some delay is inevitable. As with all complaints, it’s about how you respond to delay that will determine how the complainant responds. Our advice is to keep complainants informed and explain your reasons.
If there is going to be a delay outside of any statutory or published timescale then make sure you let the complainant know and explain why. If you are unable to give a new timescale for responding to the complaint at the moment, make sure you have a process in place for tracking the complaint so it doesn’t get lost. Let the complainant know when you will next be in touch, even if this is a short update to inform them of a further delay.
The more information you share with the complainant, the more informed they will be and less likely to raise further complaints or chase a response from you.
We will of course take into account the current circumstances when looking at any complaint about delay in the future.
The Care Act
The government has published its plans for the Coronavirus Bill which is expected to become law next week.
The plans include changed to the Care Act 2014 in England and the Social Services and Well-being (Wales) Act 2014 to enable local authorities to prioritise the services they offer in order to ensure the most urgent and serious care needs are met, even if this means not meeting everyone’s assessed needs in full or delaying some assessments.
If, as expected, the bill is passed into law we will of course take it into account when looking at complaints about duties under the Care act in the future.
Signposting to the LGSCO
We have temporarily suspended our central telephone line (0300 061 0614), and the complaint submission form on our website.
We hope this service can be reinstated as soon as possible. This means, during this time, we are not able to take new complaints, either online or by telephone.
We are working as quickly as possible to ensure the services are stable when we resume.
This is only a temporary measure, while we relocate staff to home based working. Please signpost to us in the normal way. Our website and phone line have the most up to date information about when we will be able to start accepting complaints again.
We will of course consider any delay on our part as a factor when considering whether or not complaints have been brought to us within the normal 12 month time period specified in our legislation.
Responding to our investigations
We generally make three types of enquiries of care providers:
- to establish whether you have completed your consideration of the complaint
- to ask for initial information as part of the assessment of new complaints
- detailed enquiries as part of the active investigation of a complaint; or when seeking responses to draft decisions or confirmation that an agreed remedy has been provided.
If, because of COVID-19 contingency actions, you are unable to provide information to LGSCO within the required timescale, please contact your investigator to discuss an extension.
We have asked our staff to consider any requests for extensions on a case by case basis - and to be as lenient as possible without compromising our ability to discharge our statutory function.
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