Number one these things go on FAR too long. So clearly it's understaffed. You've got to be a VERY dedicated person to survive an LA complaints procedure and get to the end of an LGSO finding. You've also got to be quite good at setting your case out in writing and evidencing it and frankly many of us I think are maybe not or don't have the year or more it can take to have a complaint dealt with.
I think the assessment phase has turned into it's own mini investigation with a draft decision and all sorts. That feels like a bit of a barrier to be honest and I think that this is 'new'. The assessment phase can take months only to be told that they can't or won't investigate your complaint. I don't think it should take that long. There's quite a bit of 'we can't do this or that'. Again I think this is down to individuals and it's a lottery like most public services as to what your experience will be. I've had really good and one guy was just plain lovely down to 'hmmmm'.
Still the findings are interesting to read but I don't think they represent a 'quarter' of the REAL issues but I don't think many of the issues ever even get to a finding at all for various reasons mostly because too many are just so finished with everything else that they have to deal with that this is like a job on top of too many other jobs and it's not exactly a 'quick solution' either.
Still better it's there than not there I guess.