Service improvements

Birmingham City Council

Showing service improvements between 1 April 2021 and 31 March 2022

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 10 of 39 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Birmingham City Council as a CSV file.

  • Birmingham City Council (21 008 018)

    Category: Education Date: 29-Mar-2022

    Summary

    the Council was at fault in avoidably delaying for six months in arranging an appeal at stage 2 of the transport appeals process. This fault caused Ms B injustice in the form of frustration, uncertainty and time and trouble as she had to complain to this office to have the matter resolved. The Council will take the agreed action to recognise this injustice and to avoid repeating the same faults in future.

    Service improvements

    The Council will provide us with further details about an appeals mailbox it says it has now put in place to ensure that appeals are processed in a timely manner. It should provide details of when this was implemented and how it will ensure this mailbox is properly monitored to ensure that the faults identified in this complaint are not repeated in future.The Council will provide us with information on how may stage 1 and stage 2 transport appeals the Council has received over the last six months and how quickly these have been arranged.The Council will confirm that in future its letters to appellants following a stage 2 appeal include information about how to complain to the Ombudsman’s office and tell us how this will be achieved.

  • Birmingham City Council (21 005 331)

    Category: Environment and regulation Date: 11-Mar-2022

    Summary

    Mrs V complains the Council has failed to investigate her complaints relating to noise and anti-social behaviour by her neighbour. She adds that this has meant she has lost the benefit to use and enjoy her property. We found the Council failed to investigate Mrs V’s noise complaint, as legally required to do so. Further, there is no evidence the Council considered its legal obligations to investigate and reduce anti-social behaviour in Mrs V’s community. These failings have caused Mrs V an injustice and the Council has agreed to our recommendations to remedy this.

    Service improvements

    The Council will undertake a review of the complainant's case to identify why her noise complaint was delayed and not investigated. The review will focus on identifying service improvements to be implemented for the benefit of the Council’s customers in the future.The Council will make contact with the complainant to discuss her concerns relating to anti-social behaviour by her neighbour. The Council will consider Mrs V’s allegations and any evidence she provides. It will also consider its legal obligations relating to investigating such concerns and provide a written decision relating to any steps it proposes to take.

  • Birmingham City Council (21 004 902)

    Category: Housing Date: 10-Feb-2022

    Summary

    Mr X complains that the Council placed him and his family in bed and breakfast for five months. The Council is at fault as left Mr X and his family in bed and breakfast accommodation for 17 weeks longer than the legal limit. This caused significant distress to Mr and Mrs X including affecting their mental health and their children’s ability to do their school work. The Council has agreed to make a payment of £1700 to Mr X to acknowledge his and his family’s injustice.

    Service improvements

    Reviews its main housing duty decision letter (where the Council has decided it owes the main housing duty) to ensure it includes details of a person’s right to seek a review of the suitability of their temporary accommodation.Provides the Ombudsman with an update on the progress of its temporary accommodation shortage plan of action in April 2022.

  • Birmingham City Council (21 004 379)

    Category: Housing Date: 24-Feb-2022

    Summary

    The Council delayed assessing Mr X’s application to join the housing register. But there was no fault in the way it decided Mr X did not qualify to join the register, or its decision that he did qualify after he provided new information. The Council has agreed to make a payment to Mr X, backdate his registration date and provide an update on the action it is taking to reduce delays.

    Service improvements

    The Council has already provided the Ombudsman with a copy of its action plan to reduce housing application processing times. The Council has also agreed to provide a further update on the action it is taking.

  • Birmingham City Council (21 003 535)

    Category: Education Date: 15-Feb-2022

    Summary

    Ms X complains on behalf of Y, that he was not provided with any education specified within his Education, Health and Care plan between January 2020 and April 2021. She says the Council missed an opportunity to secure a placement for him at a suitable school as it did not agree to fund it in time. Ms X also says that complaints that were made to the Council were responded to with inaccurate information. We find fault with the Council for the delay in funding the education placement for Y and for its complaint handling. The Council has suggested remedies during this investigation which are sufficient to remedy the injustice caused to Y, and to improve its services for the future.

    Service improvements

    The Council has also agreed to review its procedures for agreeing funding for LAC placed outside its area. .

  • Birmingham City Council (21 002 185)

    Category: Housing Date: 13-Dec-2021

    Summary

    Ms B complained about the Council’s response when she became homeless. We found fault with the Council for leaving the family in unsuitable accommodation for a prolonged period. We also found there were delays in the suitability review and complaint process. The Council agreed actions to remedy the injustice to Ms B and her children.

    Service improvements

    The Council agrees to provide the Ombudsman with an update on the progress of its temporary accommodation shortages plan of action.

  • Birmingham City Council (21 002 109)

    Category: Housing Date: 22-Mar-2022

    Summary

    The Council wrongly offered Mr B the tenancy of a property and then failed to promptly inform him that the offer had been withdrawn, and the reasons it had been withdrawn. The Council has agreed to apologise to Mr B and to take action to prevent similar failings in future.

    Service improvements

    The Council has agreed to review its procedures to ensure: • housing applicants who do not meet the preference criteria are not shortlisted for properties; and •it promptly informs applicants when housing offers are withdrawn.

  • Birmingham City Council (21 001 736)

    Category: Adult care services Date: 14-Jan-2022

    Summary

    Mr X complained about the care provided to his late father Mr Y and the way the Council dealt with his complaint about that. He said the care workers caused more work and stress for Mrs Y and put Mr X at an increased risk of harm. We find the care provided by the Council fell significantly below an acceptable standard. The Council has agreed to waive or refund 50% of Mr Y’s contribution for the relevant period, and pay Mrs Y £350 and Mr X £150. It has also agreed to take action to avoid similar faults in future.

    Service improvements

    The Council has agreed to consider whether it took appropriate action to deal with the issues arising from Care Provider 1 during the period when its relationship with Mr Y’s family was breaking down.The Council has agreed to review how it responded to Mr X’s concerns about Care Provider 1 in this case and consider whether there are changes to be made to prevent similar problems in future. It has also agreed to ensure any learning from these reviews improves future practice.

  • Birmingham City Council (21 001 675)

    Category: Benefits and tax Date: 08-Feb-2022

    Summary

    Mr X complained about the Council’s handling of his business rates account and its refusal to award rates relief and grants, causing him financial loss and stress. We found fault by the Council that did not affect decision outcomes but caused uncertainty. We recommended the Council provide an apology and act to prevent recurrence.

    Service improvements

    The Council will remind staff to provide clear, evidence based decisions, explained in the particular context and circumstances of the case.

  • Birmingham City Council (21 001 611)

    Category: Education Date: 15-Dec-2021

    Summary

    We found fault with the Council for failing to provide child C with alternative provision when they were out of school for nearly 12 months. We also found fault with the Council’s complaint handling. The Council agreed actions to remedy the injustice.

    Service improvements

    Remind relevant staff of their duties under the Children Act 1996 to provide alternative provision when a child is out of school. The Council should consider sharing a copy of our focus report ‘Out of school…. Out of mind?’ and our final decision with the reminder. Staff should include, but not be limited to: • SENDIASS. • The Council education legal intervention team. • The resolution team within the education and skills directorate.The Council should review its information sharing agreement for SENDIASS representatives attending meetings where a child is not attending school. It should ensure mechanisms are in place so relevant information is shared correctly to ensure the Council meets its statutory duties when a child is not attending school.It should also remind relevant staff of the importance of meeting timescales set out in its complaint procedure and updating complainants where there are unavoidable delays.

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