Title page
Contents
Summary 5
1. Introduction 6
2. The role of the ombudsman 7
2.1. Handling complaints 7
2.2. Investigations and outcomes 9
The Assessment Code 9
Decisions 10
Public interest and focus reports 11
2.3. Right of appeal 11
2.4. Complaint handling code 12
2.5. Changes in jurisdiction 13
Adult social care 13
Councils and councillors 14
Education 15
Housing 15
2.6. LGSCO and devolution 16
Scottish Public Service Ombudsman (SPSO) 16
Public Service Ombudsman for Wales (PSOW) 16
Northern Ireland Public Services Ombudsman (NIPSO) 17
Devolved bodies 17
3. Accountability of the Ombudsman 18
3.1. LGSCO structure 18
3.2. Annual reports and accounts 19
3.3. Triennial reviews 20
3.4. Committee Scrutiny 20
3.5. External reviews 22
4. Reforming the ombudsman 24
4.1. Draft public service ombudsman bill 25
4.2. Joint Committee on Human Rights 26
4.3. Recent proposals for merger of ombudsmen 26