Themes | Government Accountability | The Accountability Index

Public Sector Contractor Insolvency Impact

Impact of major public sector contractor insolvency (e.g., in prison construction or maintenance) on project delivery.

292 items 9 sources

Strongest matches Browse by source

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Source spread

Where this theme appears

This theme appears across 9 independent accountability sources, so the source mix matters as much as the headline total.

1 PFD report 149 committee recs 5 NAO recs 52 IMB recs 2 IMB reports 6 PHSO decisions 68 LGO/SPSO decisions

Browse by source

Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.

9 sources

Prevention of Future Deaths reports(1)

20 Oct 2025 · Gwent

Concerns: The coroner noted inadequate welfare checks and documentation by security officers, identifying a lack of staff training on how to conduct and record these checks. This raised concerns about residents potentially not receiving timely medical care.

Response (Monmouthshire County Council MJ Events): • MJ Events developed and issued a new, more prescriptive Welfare Check form with guidance for staff. • Induction training was upgraded to include specific guidance on welfare checks, and … (AI summary)

Select committee recommendations(149)— showing 50 strongest matches

Environment, Food and Rural Affairs Committee

Recommendation: To ensure that the Special Administration Regime is a credible threat, the grounds on which it can be applied need to be clearer, particularly on performance grounds. There should not be automatic “triggers” for a SAR, outside of insolvency, as …

Environment, Food and Rural Affairs Committee

Recommendation: It is important that the Special Administration Regime (SAR)—and the potential loss to investors that it entails—is a credible threat on both performance and insolvency grounds to encourage sustainable company management and provide companies and investors with clarity and certainty. …

Environment, Food and Rural Affairs Committee

Recommendation: We recommend that the government reject the proposals from the London & Valley Water consortium and explore all potential alternative options, including the Special Administration Regime or fresh legislation, to draw a line under this debacle and restore stability to …

Environment, Food and Rural Affairs Committee

Recommendation: Thames Water is at the end of the road. The company’s performance and the behaviour of its creditors are unacceptable. Their investment strategies are based on extracting value through debt rather than ensuring long-term success. Any forbearance on their duties …

Environment, Food and Rural Affairs Committee

Recommendation: We have serious concerns about the suitability of the London & Valley Water (L&VW) consortium as owners of a critical resource and about the conduct of the negotiation process. Their lack of transparency and the group’s insistence on the suspension …

Education Committee

Recommendation: The Government should develop a strategic plan to avoid cold-spots and protect the local economy and public services in the event of an HE institution becoming insolvent, in order to protect the wider community. (Recommendation, Paragraph 160) Alternatives to insolvency

Response attribution not verified

Education Committee

Recommendation: Protection for staff should include a clear and orderly process of insolvency. There should be consideration of how to ensure continuity of research and protecting pension schemes against the financial shock. (Recommendation, Paragraph 159)

Response attribution not verified

Education Committee

Recommendation: Protection for students should ensure a teach-out process and options for transfer to other suitable higher education providers, and ensuring international students can continue their studies until completion. Each institution should be required to undertake an assessment and develop a …

Response attribution not verified

Education Committee

Recommendation: The Office for Students should apply its strengthened student protection regulation to all higher education providers, not just new providers. The plans proposed above should be the basis for protecting students, staff, and the wider local economy and community. (Recommendation, …

Response attribution not verified

Education Committee

Recommendation: The current Student Protection Plans are inadequate. They would not provide sufficient protection were a large provider to become insolvent, something acknowledged by the Office for Students. Moreover, the plans do not cover the interests of staff, the impact on …

Response attribution not verified

Education Committee

Recommendation: Given concerns from Universities UK that a special regime could lead the ONS to reclassify higher education providers as public sector bodies, as has happened with FE colleges, the Government should ask the ONS to lay out clear criteria for …

Response status not verified

Education Committee

Recommendation: A special regime, building on and learning lessons from the Further Education regime, could ensure an orderly exit. This would include ensuring teach-out processes for current students, protecting the sufficiency of sector-critical courses and allowing for mitigations to avoid geographical …

Response attribution not verified

Education Committee

Recommendation: Government should legislate to clarify the situation so that higher education providers that become insolvent can continue to operate and avoid a disorderly exit. Its response should also clarify the criteria for the threshold for Government intervention for each of …

Response attribution not verified

Education Committee

Recommendation: The protocol should include assessment of viability, quality of provision, size and scale and importance to the local community and economy, accompanied by a review of governance and greater financial reporting requirements. Costed plans would be required for protecting students, …

Response attribution not verified

Education Committee

Recommendation: An early warning protocol needs to be established with urgency. This follows calls for improved early warning from the Russell Group, the Institute of Physics and Aston University. A protocol would also address when the Government should intervene and ensure …

Response attribution not verified

Education Committee

Recommendation: We have heard an early warning system is needed to give better information about the risk of a higher education provider becoming insolvent. Currently there is no clearly understood protocol for how the Government might respond to a situation of …

Response attribution not verified

Education Committee

Recommendation: The Government should outline how it and the Office for Students are working with HE institutions and franchisees to monitor this situation and manage the potential impact of a franchisee becoming insolvent. It should also outline what increased measures are …

Response attribution not verified

Public Accounts Committee

Recommendation: Following Carillion’s collapse in January 2018, the Ministry established Gov Facility Services Limited (GFSL), a not-for-profit government company, to assume responsibility for its work.29 The Ministry told us that its contract with Carillion was “a mess” and badly managed.30 It …

Response attribution not verified

Public Accounts Committee

Recommendation: Against a backdrop of worsening living conditions for prisoners, HMPPS changed the way in which it maintains prisons and launched a programme to improve the condition and suitability of prison accommodation. In 2015 it contracted Amey and Carillion to provide …

Response attribution not verified

#21 — Committee concerned about contract renegotiation impact on HS2's small and medium enterprises.

Public Accounts Committee

Recommendation: We expressed our concern to HS2 Ltd for the potential for the large main contractors to pass any financial consequences of contract renegotiations down the supply chain to the small and medium–sized enterprises, of which HS2 Ltd told us there …

Response attribution not verified

#12 — Contractor ISG's collapse impacts 3,500 prison places and ongoing maintenance projects

Public Accounts Committee

Recommendation: HMPPS explained that the collapse of ISG, one of its main contractors which entered administration in September 2024, had been challenging, but that expected delays were already factored into its revised timelines.37 However, it noted that this was based on …

Response attribution not verified

#21 — Three Premiership Rugby clubs receiving loans became insolvent, others remain financially fragile

Public Accounts Committee

Recommendation: We noted, however, that, by June 2023, three of these clubs had become insolvent before they had made any repayment of the loans of £41.9 million they had received (London Irish £11.8 million; Wasps £14.1 million; and Worcester Warriors £15.7 …

Response attribution not verified

#16 — Nine borrowers became insolvent, defaulting on £46.1 million in loans, exceeding expectations

Public Accounts Committee

Recommendation: By October 2024, 45% of solvent borrowers had made at least one repayment on their loans, with the remaining 55% yet to make a repayment. The 45% had paid the Department £40.9 million in total, less than the £42.1 million …

Response attribution not verified

#21 — Children's social care market is failing due to excessive profits and provider financial risk.

Education Committee

Recommendation: The children’s social care market is not delivering for children or for local authorities. We are particularly concerned at the reports of excessive profits being made by some providers and the risk of financial failure among large providers. We hope …

Response attribution not verified

#25 — Treasury implements living wills, playbooks, and guidance to manage supplier failure risks.

Public Accounts Committee

Recommendation: We asked the Treasury how it supports government departments to prepare for and manage potential supplier failure, and what contingency plans it had in place to address supplier failures, particularly for critical services, to avoid over-reliance on Government support. The …

Response attribution not verified

#24 — Costs of special administration for insolvent water companies may fall to billpayers

Public Accounts Committee

Recommendation: We sought to understand would happen if a water company became insolvent. Defra told us that that the special administration regime will ensure that services are protected.78 Defra also acknowledged that there would be costs involved in setting up such …

Response attribution not verified

#10 — Amend Procurement Act 2023 to mandate Project Bank Accounts for large construction projects.

Business, Innovation, Science and Trade Committee

Recommendation: The Government should bring forward amendments to the Procurement Act 2023 that require the use of Project Bank Accounts for all construction projects that cost £2 million and above. In the meantime, it should reissue its construction playbook to reflect …

Response status not verified

#18 — TrustMark's registration process fails to adequately assess installer businesses' financial stability and liquidity.

Public Accounts Committee

Recommendation: The original installer is liable for fixing the installation to meet the relevant standards. However, the National Audit Office reported that not all installers are complying with the remediation process.38 We asked TrustMark whether the process for installer businesses to …

Response attribution not verified

#21 — NS&I's continued reliance on distressed supplier Atos necessitates improved contract management practices

Public Accounts Committee

Recommendation: NS&I will continue to rely on Atos, which suffered financial distress in 2024, until at least 2028. NS&I told us it now has a contract management framework to manage Atos and the contracts with new suppliers. NS&I will need to …

Response attribution not verified

Scottish Affairs Committee

Recommendation: It is unacceptable that SMEs working to deliver the UK’s national security objectives are being denied access to financial services through so-called ‘debanking’. The UK Government should assess the impact of this practice on Scotland’s defence industry and engage with …

Education Committee

Recommendation: The Office for Students should therefore provide guidance to universities seeking to exit or significantly scale back franchising relationships. (Recommendation, Paragraph 93)

Response attribution not verified

Education Committee

Recommendation: We welcome the Government’s moves to introduce mandatory regulation of franchise providers with 300 or more students and the availability of better data. There remains a major risk for some HE institutions that have become heavily dependent on franchisees that …

Response attribution not verified

Public Accounts Committee

Recommendation: In January 2019, the Department introduced an insolvency regime for colleges, which applies aspects of corporate insolvency law and involves a special administration regime known as ‘education administration’. The overriding priority while a college is in education administration is to …

Response attribution not verified

Public Accounts Committee

Recommendation: The Government is currently considering the recommendations from Nigel Boardman’s recent review of standards in public life and we expect that the outcome of those considerations would be far reaching and wide enough to address all of these issues relating …

Response attribution not verified

Public Accounts Committee

Recommendation: CCS stated that in terms of procurement regulations, there was no reason to preclude Taulia based on Greensill Capital being a subcontractor named in their bid. CCS also told us that based on submissions received from the various bidding companies, …

Response attribution not verified

Public Accounts Committee

Recommendation: We asked why there was no discussion about a potential conflict of interest arising from Lex Greensill providing advice on supply chain finance services and his company, Greensill Capital, then being appointed to supply these services. We asked whether CCS’s …

Response attribution not verified

Public Accounts Committee

Recommendation: Three companies bid to be the framework supplier. One was discarded on failure to meet minimum quality grounds, leaving Citibank and Taulia. CCS’s commercial finance accountant’s evaluation of Taulia’s Dun & Bradstreet score and a review of its accounts required …

Response attribution not verified

Business, Innovation, Science and Trade Committee

Recommendation: We further call on the Government to review whether regulators such as Ofgem should be given new powers to bring enforcement action for unfit conduct by energy company directors given the very limited scope for The Insolvency Service to do …

Response attribution not verified

Digital, Culture, Media and Sport Committee

Recommendation: We await the publication of the RFU annual report. We recommend that when the annual report is published, the RFU writes to us with a detailed commentary of its financial position and what steps it will be taking to prevent …

Response attribution not verified

#23 — Department engaging with British Basketball Federation regarding franchising, funding, and loan repayment risks.

Public Accounts Committee

Recommendation: We asked the Department what it was doing with regard to professional basketball and the proposals by the British Basketball Federation to franchise out the running of the professional league which some have claimed is putting at risk the Department’s …

Response attribution not verified

#23 — Water companies face challenges raising new equity despite increased investor returns

Public Accounts Committee

Recommendation: First Economics told us that financial resilience depends on having confidence that financial markets will supply water companies with new debt and equity.73 Ofwat estimates companies will need around £12 billion in new equity over the next five years to …

Response attribution not verified

#21 — Financial resilience of the water sector has weakened significantly across many companies

Public Accounts Committee

Recommendation: The financial resilience of the water sector has weakened. While Water UK pointed out to us that some companies are resilient, Ofwat has signalled its concerns about the financial resilience of 10 of the 16 major companies.60 In 2023–24, 10 …

Response attribution not verified

#5 — Ofwat to review powers to improve water sector financial resilience and clarify insolvency costs

Public Accounts Committee

Recommendation: Financial fragility of a few large companies in the sector is leading investors to lose confidence in regulation as well as the sector. We need to return to a water sector that is low risk and low return. Currently, company …

Response attribution not verified

#20 — Commit to identifying early public sector customers for Scotland's launch and spaceport sector

Scottish Affairs Committee

Recommendation: The UK Space Agency should therefore commit to working with both the UK and Scottish Governments to identify early public sector customers for Scotland’s launch and spaceport sector. Government becoming a customer of the Scottish launch sector would send a …

Response attribution not verified

#19 — UK Government becoming anchor customer is vital for Scotland's launch sector viability

Scottish Affairs Committee

Recommendation: The UK Government must realise the value of becoming a long-term, sustainable customer of ‘home grown’ space capabilities. Once Scotland has a proven sovereign launch capability, the provision of Government support as an ‘anchor customer’ of domestic services, rather than …

Response attribution not verified

#8 — Provide urgent clarity on integration of NCS, future contracts, and devolved operations

Work and Pensions Committee

Recommendation: DWP has yet to set out how it will bring together Jobcentres and the NCS, putting service delivery at risk. NCS providers are operating under uncertainty, with no clarity about the future of contracts that are currently managed by DfE. …

Response attribution not verified

Justice and Home Affairs Committee

Recommendation: Dr Cracknell drew a link with the Transforming Rehabilitation reforms (see Box 4), through which the management of least-serious offenders was outsourced to private organisations, known as âCommunity Rehabilitation Companiesâ (CRCs), between 2014 and 2021. He explained that âthese reforms …

Response attribution not verified

Digital, Culture, Media and Sport Committee

Recommendation: The Covid-19 crisis presents the biggest threat to the UK’s cultural infrastructure, institutions and workforce in a generation. The loss of performing arts institutions, and the vital work they do in communities by spreading the health and education benefits of …

Response attribution not verified

Digital, Culture, Media and Sport Committee

Recommendation: The many and varied sectors under the remit of the Department for Digital, Culture, Media and Sport are integral to the UK’s national life and identity, as well as being vital drivers of economic growth and employment. Yet many parts …

Response attribution not verified

Public Accounts Committee

Recommendation: Many departments are having to source products and services quickly in new or emerging markets, often with complex and varied supply chains. The health and social care supply chain has had to work with pharmaceutical companies, private sector health equipment …

Response status not verified

NAO audit recommendations(5)

Government Shared Services

h) The Cabinet Office should revisit its decision to control cluster procurements via the Digital Procurement Framework and consider contracts of a longer duration, or with the option to extend as standard.

Lessons learned: tackling fraud and protecting propriety in government spending during an …

t) We recommend that the Government Commercial Function: produces guidance for commercial staff, to sit alongside its outsourcing and construction playbooks, on how to buy in a seller?s market. This would apply to both national emergencies and other situations where …

Partially accepted

Road enhancements: progress with the second road investment strategy (2020 to 2025)

National Highways and DfT, working with HM Treasury, should develop a response to current inflationary pressures that ensures stability for the portfolio.

The National Law Enforcement Data Programme

f) In procuring new suppliers, consider carefully the balance of risks and incentives between the Department and suppliers, and how it will integrate the work of different suppliers, in order to deliver the new services to an assured timetable.

Regulating the financial sustainability of higher education providers in England

b) make clear what tolerance the government has for provider failure, and the circumstances under which it would or would not intervene; and

IMB annual reports(2)

Leicester (2022)

HMP Leicester maintained its status as a well-run establishment during the reporting year, demonstrating strong leadership and staff commitment despite ongoing Covid-19 restrictions. Safety remained a high priority, with reductions in violence and self-harm, improved security, and good management of Covid cases. However, the Board raised significant concerns regarding the long waits for mental health transfers, the management of IPP prisoners, and the impact of a high remand population on resettlement, alongside persistent issues with staff recruitment and retention.

PRISON Key concerns

Hollesley Bay (2024)

HMP/YOI Hollesley Bay is an open prison and YOI that operates as a safe and humane environment, with a strong focus on prisoner progression and resettlement. While HMIP's inspection yielded positive results and healthcare generally meets needs, the Board raises concerns about the impact of early release schemes on prison workload, a failing property transfer system, and the ongoing need for estate investment. Recommendations are made to the Minister, Prison Service, and Governor on issues including IPP re-sentencing, healthcare appointment management, and the provision of single rooms.

PRISON Key concerns

IMB individual recommendations(52)— showing 50 strongest matches

Highpoint (2023)

The service provided by Gov Facility Services Ltd (GFSL) is still a major cause for concern. The Board, once again, requests an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.

HMPPS In Progress

Standford Hill (2024)

As in previous years, we remain dissatisfied with the performance of GFSL.

Governor / Director Noted

Standford Hill (2024)

The performance of GFSL continues to be slow and unacceptable.

Standford Hill (2024)

The Board continues to be extremely dissatisfied with the performance of Government Facility Services Ltd (GFSL). When the service provider model is reviewed, it is essential that we do not see the same poor level of service under another name.

Ministry of Justice Noted

Featherstone (2020)

Despite expenditure on a refurbishment programme, much of the residential accommodation, such as windows, heating and showers, is below the standard expected in the 21st century. While there has been some improvement in the operation of the maintenance contract, prison managers are often frustrated by the lack of progress, which is outside of their remit. How will the minister support …

Ministry of Justice

Erlestoke (2020)

GFSL continues to disappoint (see paragraphs 7.2 to 7.6). Will the Minister consider ways in which radical changes can be made to ensure a responsive and well-managed system for repairs and improvement?

Ministry of Justice In Progress

Swinfen Hall (2021)

Will the Minister assure the Board that there will be an improvement in contract monitoring and adequate supervision of works carried out in the prison estate?

Ministry of Justice In Progress

Long Lartin (2022)

Will the Prison Service play an active role in the management and monitoring of this contract to ensure that there is a marked improvement in the performance of Amey?

Wandsworth (2025)

Support to prisoners from service providers has been adversely affected by delays in tendering and length and quality of contracts. What is being done to rectify this serious issue?

HMPPS In Progress

Birmingham (2025)

Why was the collapse of ISG not anticipated within the Ministry? With significant work already undertaken on the refurbishment of A, B and C wings, why was more effort not made within the Ministry to instate a new contractor and get the work completed faster? From September 2024 to June 2025, no work was undertaken while still using significant amounts …

Ministry of Justice In Progress

Contracts with outside maintenance providers continue to result in manifestly excessive quotations and long delays in repairs and refurbishment, including health and safety-related matters. Some areas of the estate are unusable because of the debris and waste left by Amey and contractors.

Other In Progress

Cookham Wood (2022)

Performance of Gov Facility Services Limited (GFSL): The delays in the timely delivery of capital projects and poor state of general repairs and maintenance are a disgrace. Projects have regularly over-run, been poorly monitored, and shoddily delivered. The service is effectively inefficient and costly. Boys in Cookham Wood are missing out on the facilities they deserve, and staff are having …

Thameside (2023)

The Board remains concerned regarding the management of the education contract and that the ‘wider review of education contracts’ in private prisons has failed to drive the improvement promised, despite the education provider having severely underperformed.

HMPPS In Progress

One major concern in the period covered by this report was the effectiveness of Amey Projects in providing an efficient service to the Prison. We are concerned that they have not been held properly accountable for their poor service and recommend that their appointment be reassessed and proper value for money achieved.

Standford Hill (2023)

Is the Prison Service satisfied with the performance of GFSL?

Portland (2023)

Monitoring of service provided by external contractors

North Sea Camp (2023)

The IMB is concerned by the time taken to complete routine maintenance jobs, and the issues around the transfer of prisoners’ property. These are issues that are provided by contracted out services and the Board is concerned that contract failures do not result in penalties to encourage compliance.

Buckley Hall (2023)

What measures are being implemented to review any poor performance with the Amey contract?

Governor / Director

Lowdham Grange (2024)

Have lessons been learned from the transfer of prison management from one private provider to another at HMP Lowdham Grange, and is action being taken to avoid the significant negative impact on prisoners and staff occurring at any future transfer between private prison operators?

Ministry of Justice In Progress

Highpoint (2024)

The Board continues to be seriously concerned about the service provided by Gov Facility Services Ltd (GFSL). Again, we request an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.

HMPPS In Progress

Long Lartin (2020)

What is being done to challenge the poor performance of Amey?

Ministry of Justice In Progress

Leicester (2020)

Last year the Board reported the problems with Amey Facilities Management, and the minister’s response acknowledged the problems and indicated that changes had been made to the company’s management structure and resourcing and that there would be a positive approach to the first-time fix of reactive repairs. Planned changes in the commercial department would produce an improvement in receiving estimates …

Ministry of Justice In Progress

The Board is concerned about the ongoing situation regarding the repair or replacement of equipment in the kitchens. Can the Prison Service engage with contractors to create a service level agreement which will achieve a more timely response to address such issues?

The quality of the service provided by Amey needs to improve quickly and to become effective.

Brinsford (2020)

What steps will the Prison Service take to review the relevant contracts to address these issues, to support the efforts of the local leadership team?

HMPPS Implemented

Belmarsh (2020)

Will the minister direct HMPPS to allocate funding for this works programme and to ensure that it takes place in 2020/21 (see section 5.1)?

Ministry of Justice Partially Accepted

Would the Prison Service define its policies regarding the employment of contractors outside the existing contracts when the circumstances dictate the need for extra work? What are the policies for allowing prison Governors to secure/procure such contracts when they deem them necessary?

Highpoint (2022)

The service provided by GFSL is still a major cause for concern. The Board requests an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.

it is strongly advised that their contract [Amey's] should be reviewed as a matter of urgency.

It is disappointing to note that too often HMPPS procurement processes are not delivering solutions to the prison on a timely basis. A current example of this is the ongoing delay in installing secure prisoner lockers with mobile phone charging facilities. See section 4.1.1.

We note that for a period of over six months, the external supplier, CXK, did not provide the contracted level of resource to deliver the all-important Personal Learning Plans for prisoners. The Board believes that when a contractor doesn’t deliver, a more robust response is needed. (7.2.3)

Governor / Director

Erlestoke (2023)

How will the lack of a long-term maintenance plan and GFSL’s performance be addressed?

What penalties have been imposed when third-party providers have failed to meet their contractual commitments? (6.1.2/6.3.2/6.6.1/7.1.4)

How does the Prison Service hold to account contractors for education, healthcare, mental health services and drug-treatment support to ensure they have sufficient staff to deliver the contract? (6.1.2/6.3.2/6.6.1/7.1.4)

Bronzefield (2023)

Will the Prison Service support the prison in working with SERCO to address the issues and impact of vans arriving late at the prison?

The national contract for kitchen maintenance is not well delivered at HMP/YOI Preston. The main issue is faulty equipment: the repair of crucial equipment is constantly delayed for weeks, and the subsequent costly hiring of temporary replacement equipment eats into the prison budget. What does the Minister plan to do about this?

Ministry of Justice In Progress

Buckley Hall (2024)

The contracts given to outside agencies, such as the maintenance contract given to AMEY, often do not provide the level of service which anyone would find acceptable. They are slow to progress, expensive, often do not cover the required repairs and the quality of the work is not always good. Is it not possible to look more closely at what …

HMPPS In Progress

Swaleside (2025)

While noting last year’s response that contractors had entered administration, the continued reliance of HMP Standford Hill on the kitchen at HMP Swaleside for the preparation of its food continues to cause major issues, as has been stated for years. What will the Prison Service do to address the ongoing issue?

Brinsford (2023)

The New heating system has many flaws, caused by an inadequate contract between suppliers & fitters and the MOJ. It has cost further thousands of pounds onto the original cost, all paid for by the public purse.

The frequent long delays in obtaining financial approval for repairs and refurbishments are unacceptable, and the external contractor needs closer monitoring of performance and sharpened incentives.

HMPPS In Progress

Featherstone (2020)

The Board considers that the change of education provider to Novus in April 2019 has resulted in a number of significant and challenging issues, which have had a detrimental impact on the education provision. Poor staff recruitment, retention and increased sickness levels have resulted in non-delivery of new courses that were included in the annual delivery plan provided by Novus. …

Ministry of Justice

Bullingdon (2020)

What steps is the minister taking to ensure that the service provider now contracted to maintain the prison estate, including Bullingdon, will receive the resources that it needs to deal with the backlog of maintenance issues that it continues to face?

Ministry of Justice In Progress

Long Lartin (2021)

The Board urges the Prison Service to ensure that the terms of the contract ensure proper standards of maintenance and that the contractor satisfactorily meets all its obligations.

HMPPS In Progress

The performance of the new contract for accommodation on release is less than encouraging, and the management arrangements make it difficult for the prison, locally, to influence outcomes. As with all the outsourced services, the prison Governor is accountable for the outcomes without the responsibility for delivery. Clear and quick mechanisms need to be in place for the resolution of …

HMPPS In Progress

Ashfield (2022)

The Board appreciates that PECS is a contracted-out service but can HMPPS do anything to minimise/alleviate the disruptions being experienced?

Brinsford (2023)

When will the Ministry of Justice write adequate contracts that at least favour the prison and not the contractors?

Ministry of Justice

Highpoint (2020)

The repair and maintenance of kitchen equipment has continued to be a problem. The Board asks that the relevant contract be reviewed, to support the ability of the prison to continue to provide a healthy and nourishing diet to the prisoners.

HMPPS In Progress

The Board’s strong recommendation is that the contract with Amey should be investigated and reviewed as poor maintenance of the prison is impacting negatively on all aspects of life at Garth prison for both prisoners and staff.

Ministry of Justice In Progress

Long Lartin (2023)

Prison infrastructure, maintenance and projects. Will high priority be given, during 2024, to restoring the damaged kitchen fabric and replacing unserviceable appliances to an acceptable standard for hygienic food production? Will Amey maintenance priorities be set and monitored by prison management?

Governor / Director In Progress

Frankland (2023)

What can be done to replace and /or repair essential kitchen equipment, so that extra costs involved in preparing food do not occur?

HMPPS In Progress

Health investigations(1)

An independent review into the independent sector provider One to … — Rec 8

Small companies without any other sources of finance or a portfolio of services should ensure the sustainability of their business plans, particularly, that they should be prudent and be based on a realistic scenario.

Independent reviews(8)

Oakervee Review — Rec 22

Conclusion 22: There would be serious consequences for the supply chain, the fragile UK construction industry and confidence in UK infrastructure planning if HS2 were cancelled at this late stage. Cancellation of HS2 could also hinder atempts to create an economic

Augar Review — Rec 5.8

All approved providers of government-funded training, including apprenticeship training, must make clear provision for the protection of learners in the case of closure or insolvency.

Cunliffe Water Commission — Rec 82

Recommendation 82: The regulator, under its supervisory approach, should gain further assurance from companies in England and Wales on workforce and supply chains to ensure companies can sufficiently deliver.

Cunliffe Water Commission — Rec 81

Recommendation 81: Water companies, through Water UK, should share best practice on supplier contracts and procurement strategies to help improve water company relationships with the supply chain in England and Wales.

Cunliffe Water Commission — Rec 80

Recommendation 80: The regulator and systems planners, in England and Wales, should jointly undertake a water industry infrastructure delivery needs assessment against an assessment of supply chain capacity.

Cunliffe Water Commission — Rec 69

Recommendation 69: The regulator should conduct a sector-wide risk assessment of critical supply chain dependencies in England and Wales. The assessment should make reference to the water industry national supply chain requirements dashboard (see Recommendation 80).

Shaw Review of Network Rail — Rec 6

Recommendation 6: Explore new ways of paying for the growth in passengers and freight on the railway. Further options for involving private sector finance – for example, from letting a concession, or involving suppliers in technological investment – should be explored to release government capital, encourage innovation, and speed up …

Oakervee Review — Rec 25

Conclusion 25: ahead of issuing NtP for Phase One, the government should ensure that HS2 Ltd achieves a satisfactory position with each of the Main Works Civils contractors in order to obtain acceptable Stage 2 prices and a reasonable level of value engineering. If HS2 Ltd cannot achieve a satisfactory …

PHSO casework decisions(6)

P-002731 — HM Treasury

Mr and Mrs C complained HM Treasury failed to act on 2017 concerns about Safe Hands Funeral Plans and delayed legislation, resulting in their loss of approximately £7,000.

UK Government Jun 2024

P-002675 — HM Treasury

Mr and Mrs D complained HM Treasury failed to act on 2017 concerns about a funeral plan provider breaching regulations, causing them financial loss.

UK Government Jun 2024

P-002676 — HM Treasury

Mrs P complained HM Treasury failed to act on 2017 concerns about a funeral plan provider and delayed new legislation, causing her to lose £7,190 and suffer stress.

UK Government Jun 2024

P-002681 — HM Treasury

Mr K complained HM Treasury failed to act on 2017 concerns about a funeral plan provider, leading to him losing £3,700 when the provider entered administration.

UK Government Jun 2024

P-002706 — HM Treasury

Mr and Mrs B complained HM Treasury failed to act on concerns about a funeral plan provider in 2017, leading to them and 46,000 customers losing their funeral plans and money.

UK Government Jun 2024

P-001503 — Homes England

Mrs O complained Homes England and Target excessively delayed approving her negative equity house sale and failed to provide updates, causing financial losses and severe distress.

UK Government Not Upheld Aug 2022

LGO / SPSO decisions(68)

22-003-047 — Luton Borough Council

Summary: We will not investigate this complaint that the Council’s actions forced a Care Home to close. Mr X has a legal remedy in court on a contractual dispute.

LGO (Local Government & … Other Categories Jun 2022

24-014-381 — Aethel Care Homes Ltd

Summary: Mrs Z, on behalf of her grandmother’s estate, complained a care provider failed to refund care charges and deposit after she died. The care home has closed and a winding up petition has been issued against the care provider. Administrators are now dealing with all outstanding liabilities and so …

LGO (Local Government & … Adult Care Services Not Upheld Sep 2025

25-020-287 — London Borough of Havering

on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.

LGO (Local Government & … Other Categories Feb 2026

21-001-454 — City of Wolverhampton Council

Summary: Mrs B complains about the standard of work completed by contractors on behalf of the Council. Mrs B says there are multiple faults in the work, some of which are hazardous, and the Council did not properly inspect the work on completion. She asks the Council to provide recompense …

LGO (Local Government & … Adult Care Services Not Upheld Jan 2022

21-014-440 — Peterborough City Council

Summary: Mr W and Ms P complain that building works funded by the Council through a number of disabled facilities grants have not been completed in a good and workmanlike manner. They also complain the building project has been delayed and the Council appointed contractor was not suitability qualified to …

LGO (Local Government & … Adult Care Services Not Upheld Aug 2022

22-006-172 — Newark & Sherwood District Council

Summary: We will not investigate this complaint about how the Council dealt with the tenancy of an industrial unit and about its plans to redevelop the site. This is because the complainant has an alternative legal remedy in regard to the tenancy and there is no evidence of fault in …

LGO (Local Government & … Other Categories Dec 2022

24-001-115 — London Borough of Tower Hamlets

Summary: We will not investigate this complaint about delay completing Mr X’s ‘right to buy’ application. This is mainly because the complaint is late without good reason to investigate it now.

LGO (Local Government & … Housing Jun 2024

21-017-802 — City of Bradford Metropolitan District Council

Summary: We will not investigate this complaint about the Council’s decision to terminate a contract it had with the complainant’s businesses. This is because it is reasonable to expect the complainant to pursue the matter via the courts.

LGO (Local Government & … Other Categories Apr 2022

22-006-022 — London Borough of Enfield

Summary: The Council caused avoidable frustration and inconvenience to Ms X by failing to attend several appointments to fix the door of the garage that she leases from the Council. The Council caused Ms X further frustration when it failed to inspect the works done to the garage following reports …

LGO (Local Government & … Other Categories Upheld Nov 2022

24-000-083 — Dudley Metropolitan Borough Council

Summary: We will not investigate Mr X’s complaint that there is no formal contract in place between the Council and a company providing services on its behalf. This is because we cannot determine the legality of the arrangement. If Mr X believes the arrangement is unlawful it would be reasonable …

LGO (Local Government & … Transport And Highways May 2024

23-016-884 — Luton Borough Council

Summary: Mr X complained the Council did not explain his company would need to apply to join an Approved Providers List to continue to work with the Council. The Council’s failure to ensure all providers were aware they would need to apply to the new APL to continue working with …

LGO (Local Government & … Other Categories Upheld Jul 2024

23-015-668 — Central Bedfordshire Council

Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the …

LGO (Local Government & … Housing Upheld Aug 2024

24-020-777 — London Borough of Haringey

Summary: We will not investigate Mr X’s complaint about the Council’s delay in obtaining vacant possession in relation to properties he leased to it. This is because he can take court action to enforce the leases and obtain vacant possession and it is reasonable for him to do so.

LGO (Local Government & … Other Categories Jun 2025

25-000-555 — Rotherham Metropolitan Borough Council

Summary: We will not investigate Ms X’s complaint about the Council’s handling of her Right to Buy application. There is insufficient evidence of fault to warrant an investigation. If she disagrees with the Council’s valuation of her home, she has the right to appeal to the district Valuer, who is …

LGO (Local Government & … Housing Jul 2025

25-007-286 — London Borough of Southwark

Summary: We will not investigate this complaint about delay by the Council in providing Mr X with an update about his application to buy his home under the Right to Buy scheme as Mr X can serve a legal notice on the Council for a response.

LGO (Local Government & … Housing Oct 2025

25-000-022 — Sandwell Metropolitan Borough Council

Summary: We will not investigate Mr X’s complaint about the public procurement process because there is not enough evidence of fault by the Council to justify our involvement. It is reasonable to expect Mr X to go to court or another better placed body if he considers the Council has …

LGO (Local Government & … Other Categories Oct 2025

25-006-023 — West Northamptonshire Council

Summary: We will not investigate this complaint about the way the Council considered Mr X’s complaint. We do not consider it a good use of public resources to consider complaints about complaint handling when we are not investigating the substantive issue..

LGO (Local Government & … Other Categories Oct 2025

24-008-564 — London Borough of Haringey

Summary: We will not investigate this complaint about the Council’s delays in returning private sector leased properties to their owners. It is reasonable for the landlords to seek a legal remedy for breach of lease agreements in the courts.

LGO (Local Government & … Housing Oct 2024

24-008-581 — Southampton City Council

Summary: We will not investigate Mr X’s complaint about the Council wrongfully terminating his company’s contract for services. This is because there is an alternative legal remedy available.

LGO (Local Government & … Adult Care Services Nov 2024

24-010-645 — City of Doncaster Council

Summary: We will not investigate this complaint about valuation and delay in the right to buy process. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The valuation was made by the District Valuer. It is binding …

LGO (Local Government & … Housing Nov 2024

25-018-006 — Leeds City Council

We will not investigate Ms X’s complaint the Council failed to notify her in advance of changes to the Right to Buy scheme. This is because there is insufficient evidence of fault.

LGO (Local Government & … Housing Feb 2026

25-014-412 — Sheffield City Council

Summary: We will not investigate this complaint about the Council’s handling of Mr X’s right to buy application. There is no worthwhile outcome achievable by us investigating and it was reasonable to expect Mr X to use the alternative court remedy available to him.

LGO (Local Government & … Housing Feb 2026

25-015-501 — Royal Borough of Kensington & Chelsea

on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.

LGO (Local Government & … Housing Jan 2026

25-011-260 — London Borough of Islington

Summary: We will not investigate this complaint about a breach of contract. Mr X has an alternative legal remedy and given the circumstances of his complaint, it is reasonable to expect Mr X to take court action to resolve his dispute.

LGO (Local Government & … Other Categories Jan 2026

24-016-375 — London Borough of Newham

Summary: We will not investigate Mr X’s complaint about the Council’s failure to respond to his communications. Mr X can take court action to evict the tenant and make an order about any outstanding rent, and it is reasonable for him to take that action.

LGO (Local Government & … Other Categories Jan 2026

21-018-547 — Royal Borough of Kensington & Chelsea

Summary: Mr X complains about the Council’s contract with a competitor business which impacted on his business. We will not investigate the complaint because we are unlikely to find evidence of fault by the Council and an investigation is unlikely to lead to a different outcome.

LGO (Local Government & … Other Categories May 2022

22-001-353 — Somerset West and Taunton Council

Summary: We cannot investigate this complaint that a parish council was overcharged for a Council service. This is because we cannot investigate complaints made by public bodies such as parish councils.

LGO (Local Government & … Other Categories May 2022

22-000-844 — Tamworth Borough Council

Summary: We will not investigate this complaint about delays in Mr X’s Right to Buy application by his Council landlord. There is insufficient evidence of fault which would warrant an investigation.

LGO (Local Government & … Housing May 2022

22-001-305 — London Borough of Southwark

Summary: We will not investigate this complaint about service charges in connection with a commercial lease as this is a matter for the courts.

LGO (Local Government & … Other Categories May 2022

22-004-987 — Nottingham City Council

Summary: We will not investigate this complaint that the Council are responsible for delays completing an application under the right to buy scheme. This is because it would be reasonable to expect the complainants to use the legal remedy available to him under the right to buy procedure.

LGO (Local Government & … Housing Jul 2022

22-005-298 — Norfolk County Council

Summary: We will not investigate this complaint about fees the Council invoiced Mr X’s property development company for. That is because there is insufficient evidence of fault to justify investigating.

LGO (Local Government & … Other Categories Aug 2022

22-007-631 — East Riding of Yorkshire Council

Summary: We will not investigate this complaint about damage to property during a deep clean of the complainant’s home. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. Complaints involving damage to property are best dealt with …

LGO (Local Government & … Environment And Regulation Sep 2022

22-007-174 — Bournemouth, Christchurch and Poole Council

Summary: We will not investigate this complaint about losses due to an alleged breach of contract as it is reasonable for the complainant to seek a remedy in court.

LGO (Local Government & … Other Categories Sep 2022

22-007-441 — Dudley Metropolitan Borough Council

Summary: We will not investigate this complaint about the repairs to a garage rented to Mr X by the Council. There is insufficient evidence of fault which has caused significant injustice to Mr X.

LGO (Local Government & … Other Categories Sep 2022

22-007-659 — North East Combined Authority

Summary: We will not investigate Mr X’s complaint about debt collection agency fees being added to unpaid toll charge notices. This is because there is insufficient evidence of fault to justify an investigation.

LGO (Local Government & … Transport And Highways Sep 2022

22-010-614 — Southampton City Council

Summary: We will not investigate Mrs X’s complaint about the Council’s handling of a building control matter. This is because the injustice Mrs X claims stems from the actions of her builder rather than any fault by the Council.

LGO (Local Government & … Planning Nov 2022

23-005-247 — Leicester City Council

Summary: there was fault in the Council’s decision to cancel Mrs X’s first Right to Buy application. This had a significant financial impact because the valuation and purchase price had increased significantly by the time she made a new application. The Council has agreed to a personal remedy for Mrs …

LGO (Local Government & … Housing Upheld Mar 2024

23-020-593 — Fenland District Council

Summary: We will not investigate this complaint about the Council’s decision not to proceed with the purchase of a property. This is because we cannot achieve the outcome the complainant wants.

LGO (Local Government & … Other Categories May 2024

23-021-142 — North Yorkshire Council

Summary: We will not investigate this complaint about a compensation claim as there is no worthwhile outcome to be achieved by our investigating.

LGO (Local Government & … Environment And Regulation May 2024

24-003-330 — Eastbourne Borough Council

Summary: We will not investigate this complaint about the Council’s handling of Ms X’s garage rent arrears. This is because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.

LGO (Local Government & … Other Categories Aug 2024

24-006-154 — North Yorkshire Council

Summary: We will not exercise discretion to investigate this complaint about problems with a boiler replacement after the Council grant-aided the works to a private home in 2020. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Ms X could …

LGO (Local Government & … Housing Aug 2024

23-019-545 — London Borough of Croydon

Summary: Mr B complained that the Council had failed to take effective action to stop a resident blocking access to his garage. It had also failed to respond to his communications about the problems or refund the garage rent despite promising to do so. We have found fault in the …

LGO (Local Government & … Other Categories Upheld Aug 2024

24-020-761 — Thurrock Council

Summary: We will not investigate this complaint about the Council’s refusal to accept the complainant submitted a Right to Buy application to buy his home in October. The Council confirms it has no record of the application and we consider further investigation will not lead to a different outcome. Mr …

LGO (Local Government & … Housing Apr 2025

24-019-942 — Dudley Metropolitan Borough Council

Summary: We will not investigate Mr X’s complaint about the way works were carried out on his property under a grant provided by the Council. We are unlikely to find fault to warrant investigation and it is reasonable to expect Mr X to apply to the Courts who are better …

LGO (Local Government & … Other Categories Apr 2025

24-023-217 — Birmingham City Council

Summary: We will not investigate Mr X’s complaint about damage caused when completing minor adaptations. The Council’s contractor has offered to take appropriate steps to rectify the damage and further investigation by us is unlikely to lead to a different outcome.

LGO (Local Government & … Adult Care Services Jul 2025

25-000-958 — London Borough of Waltham Forest

Summary: We will not investigate Mr X’s complaint the Council owes his business money. That is because the Courts are best placed to deal with contractual matters.

LGO (Local Government & … Other Categories Sep 2025

25-010-295 — Westmorland and Furness Council

Summary: We will not investigate this complaint about the Council’s involvement with Mr X. This is because most parts of the complaint are late and therefore outside our jurisdiction. Additionally, of the parts that are not late, Mr X has an alternative legal remedy through the courts to resolve his …

LGO (Local Government & … Other Categories Nov 2025

24-009-056 — Essex County Council

Summary: We will not investigate this complaint about a claim for compensation following a loss of business during a road closure. This is because there are other organisations better placed to assess the complaint.

LGO (Local Government & … Transport And Highways Oct 2024

201305176 — Dundee City Council

Mr C submitted a quote to the council to provide them with equipment for a piece of work they were doing. He explained that he prepared a specification and submitted the quote on the basis that he would be considered a 'specialist supplier' and that, as a result, no other …

SPSO (Scottish Public Se… Local Government Partly Upheld Jan 2015

25-009-880 — West Northamptonshire Council

Summary: We will not exercise discretion to investigate this complaint about the Council charging a landlord for improvement works identified in 2024. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

LGO (Local Government & … Housing Dec 2025

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