Service improvements

Birmingham City Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 2 of 2 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 (21 015 830)

    Category: Children's care services Date: 25-May-2022

    Summary

    Mr Y complains the Council failed to consider a complaint about historic issues he experienced whilst he was a child in care. We find the Council did not properly consider the circumstances around Mr Y’s complaint before deciding it was too old to investigate. The Council will consider Mr Y’s complaint through the statutory children's complaints procedure, pay £100 to Mr Y for his time and trouble and issue a reminder to all staff who handle children’s service complaints.

    Service improvements

    The Council will remind all staff who respond to children’s social care complaints about the requirement to consider historic complaints on a case-by-case basis before making a reasoned decision on how to progress a complaint.

  • Birmingham City Council (21 013 496)

    Category: Children's care services Date: 21-Sep-2022

    Summary

    Ms X complained about how the Council responded to her report of concerns about a local child. The Council was at fault for failing to take appropriate action in response to Ms X’s information. This caused Ms X avoidable distress. It has apologised to Ms X which is appropriate to remedy the injustice caused to her. It has taken some action to improve its service following Ms X’s complaint but in order to prevent a recurrence of the fault or injustice being caused to others, it will now make further service improvements.

    Service improvements

    The Council will act to improve the quality of its childrens services call handling by:restarting monthly quality monitoring of calls;amending the call handling quality monitoring framework to include additional questions about anonymous calls; andamending the team meeting agenda framework to add discussion about instances of social workers refusing to take anonymous calls as a standing item.

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