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New complaints guidance for councils and care providers
The Local Government and Social Care Ombudsman has issued guidance to those working for local authorities and care providers about handling complaints during the coronavirus crisis.
The guidance sets out the basic principles the Ombudsman expects organisations to use to underpin their work during this crisis. The Ombudsman will use these principles when it considers complaints about actions during the coronavirus crisis.
Michael King, Local Government and Social Care Ombudsman, said: “The new guidance is designed to act as a compass for local authorities and care providers, and I hope will provide reassurance about how they should be working during this crisis.
“While we recognise the unique pressures currently placed on councils and care providers, we still expect them to respond appropriately to any complaints during this time of national emergency. We understand their responses may look different to those we would normally expect, but councils and care providers should still pay close attention to urgent and serious public concerns.”
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