5.1 Distribution and recording of written correspondence

All correspondence sent to the LGSCO is received in the Coventry office. The Administration Assistant (AA) is the primary liaison for onsite post room staff.

The AA will be responsible for collecting post from building facilities. The AA will open all the post and will separate casework and non-casework correspondence. 

All correspondence relating to new complaints or ongoing cases still with Intake will be scanned into the central Intake outlook mailbox by the AA. This will then be worked by the Intake advisors, giving priority to the oldest items first.

The ITLs will regularly check the progress of the work in the mailbox.

At the end of each shift the advisors will then report the number and type decisions to the ITLs. This is recorded on the written decisions spreadsheet to ensure completion of work and for reporting purposes.

5.2 The Role of the Administrative Assistant (AA)

The AA will forward any non-casework correspondence to the appropriate department.

The AA will maintain a record of post received via recorded delivery. For each recorded item, the AA must ensure the delivery number is marked off against the details in the recorded delivery book.  

The AA uses the high-volume scanners to scan in all received documents. The AA will deal directly with all the correspondence that relates to AT / IT ongoing cases and provide the combined number of these received daily to the ITLs. The AA will scan these directly into ECHO and attach each one to the relevant case record. The documents will be renamed and placed into the Evidence/Investigation folder. A task will then be set for the case owner to alert them of the correspondence. 

In the absence of the AA, the role will be completed by an advisor .

5.2.1 Postal Archives

All casework correspondence will be retained in the archive store in Coventry for 12 weeks before being destroyed.

The documentation is stored in date stamp order.

For information security purposes there will be no access to the hard copy from the archive except under exceptional circumstances. Anyone wishing to access documents must task the AA with their request. 

All casework correspondence must be sent by special delivery and a task set for the recipient to inform them that it has been dispatched.

If a mis-scan is identified, the investigator will task the AA who can access the archive and rescan accordingly. 

5.3 Sending material from Intake

5.3.1 Distributing casework material 

If there is a requirement to send a hard copy, in all circumstances it must be sent by special delivery. 

This includes from office to office and to home-based workers. 

The use of tasks in ECHO is also required to ensure that we can track when documentation is sent and received.

The sender must set a task on the case for the recipient. The task line should be amended to ‘documents sent’ and a note added if required. This will alert the recipient. The task must be completed upon receipt as a confirmation that correspondence has arrived.

The case history shows the setting and completing of tasks and therefore is indicative of our sending and receiving documentation.

If the correspondence does not arrive within a reasonable timeframe then the recipient can contact the sender who can then review the special delivery instructions.

5.3.2 Distributing non-casework material

Non-casework related post will be scanned by the AA and emailed directly to the intended recipient. In the rare instances that this is not possible, the recipient will be informed that the item can be collected from the Coventry office or posted securely to their home address.

See also: Information security policy

5.4 New complaints received outside of Intake process

New complaints and resubmissions may arrive in the Assessment and Investigation Teams.

Below is a list of possible scenarios. If the Assessment or Investigation teams receive:

• A call direct to investigator because they had previously investigated a separate complaint.
  
  The investigator will ask caller to contact Intake directly on 0300 061 0614 or to visit the website 
• An email direct to investigator because they had previously investigated another complaint.
  
  The email will be responded to asking the caller to contact Intake directly on 0300 061 0614 or to visit the website.
• New correspondence is attached to an ECHO record that it is considered to be a new premature complaint or a resubmission.
  
  A task will be set on the current record for both the ITLs with an explanation of what is required, including identification of any documentation relating to the new complaint. The ITLs will either deal with the complaint or delegate accordingly.

•  A new complaint that the investigator identifies needs to be raised and immediately allocated. The Team Co-ordinator will create the new case and arrange for allocation.
  
  Team Co-ordinators will discuss anything out of the ordinary with the ITLs or the Customer Service Manager (CSM). 

5.5 Enquiries from MPs

We have an email address specifically for MPs to send us their enquiries. 

These will be picked up by the Intake Team. Primarily by the Admin Assistant with support of the ITLs for more difficult responses.  

5.4.1      Responding to enquiries

There are a number of areas where Intake may need to directly respond. These include, but are not limited to, providing advice on:  

• How to make a complaint   

• Consent and representation  

• The status of a complaint at the Intake stage.  

If the enquiry relates to an existing complaint at the Intake stage, the email and all responses will need to be attached to the case record in ECHO.  

We are able to share some information with MPs without the need for a completed consent form, guidance can be found in the Consent Guidance on the intranet.  

Advisors may receive enquiries about complaints that are elsewhere in the complaints process.   

In these cases, the advisor will add the enquiry to the ECHO record and task the case owner asking them to provide an update directly to the MP.  

If the case is still awaiting allocation, Intake will set the task for the ATC / TC accordingly. 

Intake may need to send the enquiry to a member of our Policy and Communications Team for a response.

Scenarios may include, but are not limited to:  

• General questions about our policies and procedures  

• Requests to meet or speak to the Ombudsman (not related to individual cases)  

• Issues in their local area (i.e. not a complaint on behalf of constituent)

In these cases, the advisor will forward the enquiry to Policy and Communications Team for a response.