The Local Government Ombudsman

Occasionally people with a serious complaint about a Council service may feel the matter has not been handled properly even after following the complaints procedure. If this is the case then you have the right to request an independent investigation. This is the job of the Local Government Ombudsman Service.

The Ombudsman will receive details of your complaint and decide if it is appropriate to take up the matter on your behalf with the Council. This service is free of charge.

You can obtain a free booklet from Customer Services about the Local Government Ombudsman Service or you can contact the service direct at the following address:-

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

LGO Website: http://www.lgo.org.uk/

For advice on making a complaint, or to make a complaint over the telephone, please call the LGO Advice Team on: 0845 602 1983 – or on 024 7682 1960 (please note that calls may be recorded for training and quality purposes). Monday to Friday from 8.30am to 5.00pm.

or send it to the address above

The Local Government Ombudsman issues an annual report to the council detailing their performance in dealing with complaints about the council which have been forwarded to them. The report for 2011 is as follows:

Local authority report - TDC for the period ending - 31/03/2011

For information on interpretation of statistics click on this link to go to www.lgo.org.uk/CouncilsPerformance

LGO Advice Team

Enquiries and complaints received

	Benefits & Tax	Corporate & Other Services	Environmental Services & Public Protection & Regulation	Highways & Transport	Housing	Other	Planning & Development	Total
Formal/informal premature complaints	3	0	1	0	2	0	3	9
Advice given	1	0	2	0	2	0	0	5
Forwarded in investigative team (resubmitted	1	0	0	0	0	0	0	1
Forwarded to investigative team (new)	2	1	2	0	3	1	5	14
Total	7	1	5	0	7	1	9	25

Investigative Team

Decisions

	Reports: maladministration and injustice	Local settlements (no report)	Reports: Maladministration no injustice	Reports: no Maladministration	No Maladministration (no report)	Ombudsman's discretion (no report)	Outside jurisdiction	Total
2010 / 2011	0	4	0	0	9	2	4	19

No adult social care decisions were made in the period

Response times

	First enquiries
	No of first Enquiries	Avg no of days to respond
01/04/2010 / 31/03/2011	9	24.0
2009 / 2010	30	15.8
2008 / 2009	22	22.5

Provisional comparative response times 01/04/2010 to 31/03/2011

Type of authority	<= 28 days %	29-36 days %	>=36 days %
District Councils	65	23	12
Unitary authorities	59	28	13
Metropolitan authorities	64	19	17
County authorities	66	17	17
London Boroughs	64	30	6
National parks authorities	75	25	0

Guidance on the interpretation of this information can be found on the Local Government Ombudsman website.

Local Government Ombudsman

http://www.lgo.org.uk/

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