Casework

At any stage during an investigation of a complaint LGSCO or the Housing Ombudsman may decide that the complaint relates partly to a matter which could be within the jurisdiction of the other. Where either Ombudsman considers that the complaint involves actions that fall within the remit of the other Ombudsman, they shall consult about the complaint. Both organisations can share information about a complaint in order to consult without the express consent of the complainant or their representative. 

All information shared will be shared in compliance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). For more details about how personal data is processed please see the privacy notices for LGSCO and the Housing Ombudsman which are accessible online.

If consent has been given by the person complaining, the LGSCO and the Housing Ombudsman may directly refer new complaints between them.

LGSCO and HOS can decide to jointly investigate a complaint, where the agreed criteria for a joint investigation are met. 

Operational arrangements for the handling of complaints are set out in the Joint Working Operating Procedures  and will be subject to periodic review.

Insights and data

LGSCO and the Housing Ombudsman recognise that there may be areas of mutual interest in sharing insights and data at an organisation level. This sharing could help to identify repeated service failures and may support referral to a governing body, or other appropriate regulatory agency to improve effectiveness at an individual local authority or sector-wide basis. LGSCO and the Housing Ombudsman have agreed that they will:

• a) meet and communicate every six months at Head of Service level or above to discuss matters of mutual interest, including information, insights and data; and
• b) seek to promote understanding about their respective roles.
• c) notify each other in advance of relevant activity or a publication on a local authority  

Stakeholder knowledge and engagement

Both parties will discuss and keep under review the appropriateness of other forms of joint working and stakeholder engagement. The purpose of such work will be to:

• promote a better understanding of jurisdiction
• help ensure appropriate and timely referrals of complaints to the LGSCO and the Housing Ombudsman
• disseminate wider learning from investigations into the interactions between social landlords and local authorities.