The Local Government and Social Care Ombudsman

Standard

The Local Government and Social Care Ombudsman is a free, independent service which can investigate individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other public service organisations. If they decide to investigate, they look at whether organisations have made decisions the right way.

Before making a complaint to the LGSCO, the constituent must first complain to the organisation involved to give them a chance to resolve the issue. They must go through all of the stages of that organisation’s complaints process, and the LGSCO’s website lists some tips for making a complaint. If, after the organisation’s complaint process has been completed, and the constituent is still not satisfied, then they can complain to the LGSCO – but only if it is a matter which they are able to investigate. The LGSCO will not investigate unless the organisation’s complaint process has been completed.

The types of issue the LGSCO can investigate include

  • Adult social care
  • Children’s Services
  • Education
  • Housing
  • Benefits and tax
  • Planning and building control
  • Environment, regulation and waste services
  • Transport and highways
  • Leisure and culture
  • Corporate services, elected members and personnel

You should check on the LGSCO website to make sure that the matter you wish to raise is one that they cover.

The best way to make a complaint to the LGSCO is for the constituent to fill in the complaint form on their website: https://www.lgo.org.uk/how-to-complain It is better that the constituent does this themselves, if possible – it’s quite simple and does not need to be an essay, just a paragraph will do. It is preferable to use the online system, so that it keeps the telephone line free for those who are not able to go online.

Those who are not able to use the online system may telephone 0300 061 0614 to speak to an adviser.

The telephone line is open:

Mondays 10am till 1pm
Tuesdays 10am till 1pm
Wednesdays 1pm till 4pm
Thursdays 10am till 1pm
Fridays 10am till 1pm

ICGS Annual Review 2020

Standard

Please note that links to the old Parliamentary intranet have been removed as of October 2023. Please use search on ParliNet to find relevant current details, if available.

https://parlinet.parliament.uk/house-of-commons-members-staff/

The Independent Complaints and Grievance Scheme (ICGS) represents a commitment from both Houses to create a modern workplace where colleagues can work without fear of bullying, harassment or sexual harassment.  Our second Annual Report outlines the operation of the ICGS from July 2019 – June 2020, key developments for the Scheme, data on use of the helplines, complaint investigations and Valuing Everyone training.

This reporting year (July 2019 – June 2020), 293 individuals contacted the ICGS. They made contact a total of 621 times, receiving information and support in a safe, confidential place and signposting to different available options.

This year has been a year of significant change. Our annual report highlights the improvements we have made to the scheme and the resilience of many people, including my colleagues in the ICGS team, to ensure that these improvements have taken place, despite challenging circumstances, including working within the constraints of the coronavirus pandemic. The ICGS is a complex scheme, bringing together many colleagues with different employment relationships. There is more work to be done, and I am looking forward to the recommendations from the independent expert Alison Stanley CBE, who recently started work on the 18-month review of the scheme. Please use the ICGS if you need a confidential, safe space to talk about your experience of bullying, harassment or sexual harassment.

To find out more, read our overview, or visit the intranet.

If you are experiencing bullying, harassment or sexual harassment, you can contact the ICGS Helpline by Telephone 0808 168 9281 or email support@icgshelpline.org.uk between 9am–6pm Monday to Friday.

Bullying and Harassment and Sexual Harassment support services

Standard

Independent Complaints and Grievance Scheme (ICGS) Helpline: supporting those affected by bullying, harassment and sexual misconduct

Call: 0808 168 9281 (freephone)

Email: Support@ICGShelpline.org.uk

The Helpline is open 9am to 6pm, Monday to Friday

If you feel you have experienced, witnessed, been accused of or are supporting someone  with bullying, harassment or sexual misconduct, the Independent Complaints and Grievance Scheme (ICGS) Helpline can provide you with emotional support and guidance on the options available to you and the processes involved.

The ICGS Helpline is confidential and independent of Parliament. The service is delivered Victim Support, an independent charity who provide specialist support services to those affected by crime and traumatic events.

The Helpline is available to current and former members of the Parliamentary community, whether your experience happened on the Parliamentary Estate, in a constituency office, or while undertaking parliamentary work elsewhere. It is also available to visitors to the Parliamentary Estate in Westminster.

In addition to the support provided by the helpline, direct access is available to an Independent Sexual Misconduct Advisor (ISMA), who can provide immediate and ongoing support through all elements of your enquiry or complaint and help you decide what you would like to do. #

For further information on the options available to you through the ICGS Helpline please visit the ICGS Intranet Site.