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Aiming for the Best

Aiming for the Best

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Published by PhotonEuropa

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Published by: PhotonEuropa on Aug 01, 2011
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08/01/2011

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 Aiming for the best
Using lessons from complaints toimprove public services
 
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Centre for Public Scrutiny (CfPS)
 The Centre for Public Scrutiny is an independent charity that promotestransparent, inclusive and accountable public services and celebratesexcellent and effective scrutiny across the public sector. We supportindividuals, organisations and communities by creating networks and forumsand sharing learning through published guidance, consultancy, training andevents. Our website www.cfps.org.uk contains the largest on-line collection of scrutiny reviews and reports as well as other resources that show more aboutwhat scrutiny can do for you.
Local Government Ombudsmen (LGO)
 The LGO’s mission is to provide an independent means of redress toindividuals for injustice caused by unfair treatment or service failure by localauthorities, schools and care providers and to use our learning to promotegood public administration and service improvement. The LGO’s jurisdiction extends to a wide range of public bodies providinglocal services, including local authorities (excluding town and parish councils);all registered adult social care providers; national parks; police authorities;education appeal panels and some maintained schools. Complaints caninclude dissatisfaction with planning decisions, the allocation of social
housing, benets payments, anti-social behaviour, the care of adults or
children, or other local issues that impact on people’s lives.www.lgo.org.uk Published July 2011
 
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1. What this guide is about 42. How complaints support local accountability andhelp improve services 53. How ‘overview and scrutiny’ can use learning from complaints to addvalue to the improvement of services 104. Examples of practice: 13Darlington Borough Council 14Lincolnshire County Council 15London Borough of Haringey 16London Borough of Richmond 18Manchester City Council 19Salford City Council 21Sandwell Council 22Southend on Sea Borough Council 23 
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