Decision details

The Local Government Ombudsman’s office has announced that they have now suspended all casework activity that demands information from, or action by, local authorities and care providers, in light of the current Coronavirus outbreak.

The Local Government Ombudsman still expects local authorities and care providers to respond appropriately to any complaints they receive during this time, but understand this may look different to their normal arrangements.

All Adult Social Care Complaints currently active have been contacted. An apology has been provided and they have been advised that work with managers is ongoing and it is hoped a response will be with them as soon as practically possible.

New complaints received will be screened for urgency and seriousness. If it is felt the complaint/incident requires an urgent immediate response the complaint will be referred to the manager of the service it relates to for advice and action.

New complaints received that do not require urgent attention will be logged and acknowledged advising of delays. Advice will be offered that should they require urgent assistance in the meantime to contact Adult Care Services direct on 0161 253 5151 or AdultCareServices@bury.gov.uk.