Service improvements

Blackburn with Darwen Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 Blackburn with Darwen Council as a CSV file.

  • Blackburn with Darwen Council (23 010 306)

    Category: Children's care services Date: 06-Dec-2023

    Summary

    Mr X complained the Council failed to tell him about a significant issue in his children’s lives and failed to respond to his complaints. The Council was at fault for failing to reply to Mr X’s complaint. It will apologise and pay Mr X £200 to recognise the frustration he felt and time and trouble he went to. It will carry out a stage two investigation into Mr X’s complaint and explore why its systems did not register the complaint. We have not investigated Mr X’s complaint about the Council’s communication because he needs to complete the complaints procedure first.

    Service improvements

    The Council was at fault for failing to reply to a complaint. The Council will carry out an investigation into why the complaints did not register on its system. The Council will send the Ombudsman the outcome of that investigation. If it identifies flaws in its processes, the Council will summarise what the issues are, and the steps it will take to prevent the issues happening again.

  • Blackburn with Darwen Council (23 003 287)

    Category: Planning Date: 17-Nov-2023

    Summary

    The complainant, Mr X, complained the Council failed to take appropriate enforcement action against alleged breaches of planning conditions at a neighbouring property. We find the Council was at fault for a delay in investigating the report Mr X made. However, on balance we found the outcome was unlikely to have been different. The Council has agreed to apologise to Mr X and review its procedures to ensure better communication between teams.

    Service improvements

    Review the processes and procedures in place for liaison between the land/estates team and the planning enforcement function of the Council. This is to ensure timely referrals of relevant enquiries and reports in future.

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