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Michael Page changes lives for people through creating opportunity to reach potential.
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Dear applicant,
Thank you for your interest in joining the Local Government and Social Care Ombudsman (LGSCO).
The public services we oversee are fundamental to millions of people's lives in England. When things go wrong with children’s services, housing, social care, planning, or countless other services, people need somewhere to turn. We are that place. We investigate complaints, recommend remedies, and work to drive lasting improvements across local government and social care systems. The importance of what we do cannot be overstated.
This is an exciting time to join us. A recent external review of LGSCO found us to be highly efficient, effective and passionately focused on improving public services, but we can do more. As demand for our service increases we are developing new models of delivery, deepening our focus on customer service and ensuring we create the maximum possible impact from our work.
This role sits in our Assessment Teams, at the very front line of our work. Assessment Investigators are often the first people to properly consider a complaint, and the decisions you make matter, both for the person who has come to us for help and for the wider system. You will decide what we can and cannot look at, and you will look for opportunities to resolve complaints early, without the need for a full investigation. It is fast-paced, highly rewarding work, and it gives you a real opportunity to help people bring closure to issues that matter to them.
People who work here often tell us they value the combination of real purpose and a human, supportive culture. We are a national organisation, but not a large or anonymous one. You will know your colleagues, feel the impact of your work, and be genuinely supported to grow. I hope that comes through in this pack.
If you are passionate about making change happen and developing others along the way, we would very much like to hear from you.
Julie OdamsChief Executive OfficerLocal Government and Social Care Ombudsman
For over 50 years, we’ve been the voice of the public. By investigating complaints about councils and care providers, we help people put things right when they have suffered injustice.Our core work is investigating complaints, to decide what happened compared with what should have happened - using the relevant the law, guidance and policies. We come to a fair view on whether the organisation was at fault, and whether that fault caused injustice. When it has, we make recommendations on what the organisation should do to put things right.We also use what we learn from complaints to improve local services. We publicise our findings to help prevent others making the same mistakes. We don’t take sides: we make fair decisions after listening to both sides of the story and weighing up all the evidence. Our service is free.
Many of our staff work in a hybrid way, working mostly from home and using their local office to connect with colleagues, come to in-person meetings and social events.Whether in or out of the office, everyone is expected to contribute towards our healthy 'Community at Work' by keeping engaged with our teams and colleagues.We have three modern office workspaces, in shared public sector buildings in Coventry, London and York.
The common thing binding our staff is pride that we all contribute towards helping people and we make a positive contribution to society. The work we do can change lives for the better.But fixing injustice and holding poor services to account can be a demanding role. It takes a professional and mature attitude. It requires skill and resilience.We rely on collaborating with our colleagues and thinking differently to solve problems. We need to be comfortable making important decisions. And be responsible for organising our day-to-day work and developing our knowledge.
When I joined the Ombudsman, I didn’t know at the time that I was autistic. But it struck me immediately how vital logical thinking and analytical skills were to doing the job well.
Part of the role that can be challenging for me is the significant amount of information I need to process. However, I have received nothing but enthusiastic support, and was able to feel comfortable talking through adjustments to help me do my work to the best of my ability. The Ombudsman’s organisational culture is like no other place I have worked.
After nearly eight years here, I am now in one of our Assessment teams. This involves deciding which complaints we can and should investigate, applying what the law says about our jurisdiction and considering whether there is evidence of fault and injustice that warrants our involvement. This part of the organisation particularly appeals to me because I can take a systematic approach to my work.
I feel valued, supported and trusted. We are given significant flexibility in terms of how, where and when we work. Working largely from home, at times that suit me, has been invaluable to me as a neurodivergent person with sole childcare responsibilities. I would thoroughly encourage neurodivergent people to consider applying for roles here as I have found my skillsets particularly suited to the job.
I’ve been an Investigator at the Ombudsman for more than six years and I love it. It is very rewarding to have such a positive impact on people.
I still remember the first person whose complaint I upheld. She was an elderly woman who had overpaid care fees for some time and the care agency had simply ignored her concerns. It eventually agreed to refund her thousands of pounds; money she should never have paid. When calling her to discuss my findings, she cried. Those kinds of things stick with you, making it easy to stay motivated when you can achieve such meaningful outcomes for people who have nowhere else to turn.
I’m part of our staff forum that works with our IT team to help us get the best from our IT services. Even though I’ll admit to not being the most tech-savvy person, I appreciate the fact my lay-person’s opinion is valued. I have a supportive manager who genuinely cares about me and makes me feel valued and respected. And I know I could ask any of my colleagues for help and it won’t be too much trouble. The culture is really progressive here, where diversity and equality are more than just a tick box exercise.
There are some parts of the job I can find tough. Sometimes we have to consider details on investigations, such as the poor care of elderly or vulnerable people, which can be upsetting. But putting things right for them, and recommending changes happen at the council or care provider to avoid it happening to others, is the best outcome, even if it is difficult.
The work is so varied. Tomorrow I could finish a case about children’s special educational needs, speak to a complainant about a homelessness issue, and then prepare a case about tree roots and planning permission. I love the breadth and diversity, and no two days are the same.
Coventry Office: Cheylesmore House (North Building), 5 Quinton Road, Coventry CV1 2WT
York Office: 1-2 Peasholme Green, York YO1 7PX
