Ombudsman Highlights Priorities to Improve Public Services Over the Next Three Years

The Local Government and Social Care Ombudsman (LGSCO) has today released its flagship Triennial Review, outlining key recommendations to enhance the effectiveness of public services, including adult social care, over the next three years.

The Review examines how well the Ombudsman’s service is operating and identifies areas for improvement in local government and social care systems. With complaints to the Ombudsman steadily rising, particularly in complex areas such as adult social care, Special Educational Needs and Disabilities (SEND), and homelessness, the recommendations focus on strengthening accountability and ensuring better outcomes for service users.

Key Areas of Focus

1. Mandatory Signposting in Social Care
   The Ombudsman has called for care providers to mandatorily signpost to the LGSCO at the end of complaints processes. This ensures individuals have access to independent redress when internal complaints handling falls short.
2. SEND Improvements
   The LGSCO seeks greater powers to investigate how Education, Health and Care Plans (EHCPs) are implemented and how children and young people with additional needs are supported in school settings.
3. Enhanced Oversight of Devolved Services
   With changes arising from devolution initiatives, the Ombudsman recommends updating its jurisdiction to oversee these new local government arrangements effectively.
4. Complaint Handling Code Compliance
   The Ombudsman has proposed a statutory duty for councils to comply with the forthcoming Complaint Handling Code, set to be implemented in April 2026, to ensure more consistent handling of complaints across local authorities.

A Call for Stronger Accountability

Ms. Amerdeep Somal, Ombudsman, emphasised the evolving landscape of public services, stating:

“The recommendations we have made should close some of the accountability gaps we know exist for people and ensure we operate as a modern Ombudsman service in the years to come.”

What This Means for the Care Sector

For care providers, the recommendations signal the need to strengthen complaints-handling processes and ensure transparency in addressing issues raised by residents and their families. At Fulcrum Care, we support care homes in aligning with best practices, ensuring compliance, and fostering trust through effective complaints management.

For more information on how Fulcrum Care can help your care home navigate these changes, contact our team today.