Service improvements

Birmingham City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 4 of 4 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 (24 007 865)

    Category: Adult care services Date: 24-Feb-2025

    Summary

    Miss X complained the Council failed to organise care to enable her to take part in her education. She says despite the Council agreeing she required care out of the home, it refused to provide this. Miss X says this meant she struggled to study and get to university lectures, she suffered significant distress which impacted on her ability to eat properly, her health and her education. We have found fault in the actions of the Council for delaying in completing an assessment of Miss X and its failure to respond to her. The Council has agreed to issue an apology, pay Miss X a financial payment and complete service improvements.

    Service improvements

    In writing, remind staff of the importance of responding to communications within a reasonable timeframe.

  • Birmingham City Council (24 003 735)

    Category: Adult care services Date: 14-Feb-2025

    Summary

    Miss X complained about the Council’s failure to provide care and support for her brother, Mr Y, over a prolonged period. We found the Council to be at fault. To remedy the personal injustice caused by this fault, we recommend the Council should apologise, make a symbolic payment to both Miss X and Mr Y and backdate the direct payment to the date of the initial assessment in October 2022. The Council should also take action to improve its service.

    Service improvements

    The Counil will remind relevant staff members of the need to complete support plans in a timely fashion and ensure interim arrangements are put in place in the event of a dispute over direct payments.

  • Birmingham City Council (23 020 966)

    Category: Adult care services Date: 21-Jan-2025

    Summary

    The care home commissioned by the Council failed to keep proper records and failed to carry out a thorough assessment before Mr B was admitted. As a result, it did not identify that Mr B had difficulty using his hands, and he sustained a burn to his leg when he spilled a cup of hot tea. The Council has agreed to apologise and make a payment to Mr B. It will also ensure the care home makes service improvements.

    Service improvements

    The Council has agreed to ensure the care home is carrying out thorough assessments before admitting new residents.The Council has agreed to ensure the care home establishes clear procedures for documenting all aspects of care and treatment provided to residents. This should include specific guidelines for the level of detail required in daily records, such as documenting observations, treatments, care decisions, and any concerns raised.The Council has agreed to ensure care home staff are reminded of the correct process to follow when a resident says they are experiencing pain.

  • Birmingham City Council (23 018 025)

    Category: Adult care services Date: 20-Oct-2024

    Summary

    Mr X complained the Council delayed carrying out housing adaptations to a Council owned property required to meet a family member, Mr Y’s, needs. Mr X also complained about poor communication and delayed complaints handling. The Council was at fault. It delayed progressing the major housing adaptation, communicated poorly and delayed responding to Mr X’s complaint. This caused Mr X and Mr Y an injustice. The Council has already apologised. It will also make a symbolic payment and act to improve its services.

    Service improvements

    The Council will provide the Ombudsman with an update on its review around housing installation of aids and adaptations. In carrying out the review the Council will ensure Council tenants are not disadvantaged compared to those living in other housing tenures in how it deals with requests for adaptations and applicants are kept updated on timescales for works and any delays.

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