Changes to care complaints procedure

Residents who arrange and pay for their own care provision previously had to rely on the complaints procedures of their service providers if things went wrong.

This meant that if their grievances were rejected they were left with nowhere else to go to seek redress.

But self-funders can now complain to the independent and impartial LGO if they are dissatisfied with the level of care they or their loved ones are receiving.

This means adults who arrange and pay for their own care, or have a personalised budget, have the same access to the LGO as those whose care is arranged and funded by their council.

The only stipulation is that their care providers have to be registered with the Care Quality Commission.

Councillor Anna Waite, Southend-on-Sea Borough Council's Executive Councillor for Adult Social Care, Health & Housing, welcomed the LGO's new powers.

She said: "Everybody should be guaranteed good quality care and dignity for their loved ones however their care is funded.

"Now people who fund their own social care will have access to independent consideration of their complaints just like people whose care is funded by local councils."

For more details on how to make a complaint if you are dissatisfied with your care provision visit

http://www.southend.gov.uk/info/200025/complaints

For more information about the Local Government Ombudsman visit www.lgo.org.uk/adult-social-care/ or contact the LGO Advice Team on 0300-061 0614.