stage (Stage 1) of the new scheme will be robust, effective, comprehensive and proportionate, having regard to the complainant's wishes and interests. All complaints should be investigated locally and receive a tailored response. The extent of the investigation and type of response will, however, vary according to the nature of the complaint and the complainant's needs. The aim is that an investigation plan should, if practicable, be agreed with the complainant at the outset so that, when responding, the authority is satisfied that the investigation it has undertaken is fit for purpose Under the previous statutory scheme the timescales for each of the three stages were prescribed ?? what is the Ombudsman??s expectation about timeliness under the new scheme? The regulations for the new scheme require the local authority to act in a speedy and efficient manner. Timescales are not generally prescribed. The regulations do, however, require the authority to send its response to the complainant as soon as reasonably practicable after completing an investigation. If the authority has not sent its response within six months of receiving the complaint (or within any extended period agreed by the complainant before the expiry of six months), the regulations also require the authority to notify the complainant explaining why, and to issue a response as soon as reasonably practicable. It will therefore be for local authorities to set any desired timescales in their local procedures so that the process is managed in a timely and effective way. The Ombudsmen will have regard