Complaint and ombudsman visual summaries
A single-sheet timeline and a short map of contacts for a complex complaint file — so a stage-two reviewer or a monitoring officer can see the sequence without rereading two hundred pages.
Who it is for
Complaints managers and monitoring officers facing a Local Government and Social Care Ombudsman enquiry, or a cluster of related stage-two cases.
What you hold at the end
One visual summary per file: dated contacts, team changes, and the published timescale that applied on each date. A separate sheet lists what the file does not contain.
Scope
Named complaint files you supply under a data-sharing note. Typical commission is three to eight files that share a theme (damp, missed bins, delayed assessments).
Included
- Timeline sheet and gap list per file
- A theme note if more than one file is commissioned together
- A factual check with the complaints manager before the sheet leaves us
Not included
- Advocacy for the complainant or the authority
- Drafting the ombudsman response
- Interviews with residents
Who does the work
Miriam Hale reads the files. Summaries are checked by a second reader in the studio.
How the weeks run
- Secure transfer of redacted files.
- Reading and draft timeline.
- Officer check and final sheet.
Time
Five to eight working days per file, overlapping when a batch is booked.
Place
Saltcotes studio. Files do not leave the locked cabinet overnight except on an encrypted drive you provide.
What you prepare
Redact third-party children and medical detail unless your Caldicott or IG lead instructs otherwise in writing.
Limits we will not blur
We stop if the file appears to be incomplete in a way that would mislead a reviewer, and we say so on the gap list.
Fees
£420 + VAT per file; a theme note for a batch of five or more is included.
Next step
Ask your complaints manager to send a sample contents list (not the file) so we can confirm we can help.