Council shakes up its complaints drill

A council has reviewed its complaints procedures after it was found
to be slow to react to allegations that a woman with severe
learning difficulties had been abused at two care homes.

The local government ombudsman last week found Bromley Council
social services guilty of “maladministration causing injustice” in
its treatment of complaints from the woman’s relatives that she had
been abused.

The London council took more than three years to consider one of
the three complaints made by the woman’s sister and her
husband.

Although the allegations could not be substantiated, the ombudsman
said the delays had been unacceptable and backed the council’s
offer of £4,000 compensation to the relatives. The ombudsman
called for the council to review its complaints procedures.

A council spokesperson said the social services and housing
departments had taken action to ensure a “more timely and efficient
response” to complaints.