Service improvements

Bolton Metropolitan Borough 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 - 4 of 4 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Bolton Metropolitan Borough Council as a CSV file.

  • Bolton Metropolitan Borough Council (23 009 086)

    Category: Adult care services Date: 27-Mar-2024

    Summary

    Mr P complained the Council failed to take his mother, Mrs R’s, finances into account when completing a financial assessment for his father, Mr R. He also complained the Council’s complaint handling has been poor. We have found the Council at fault for not considering Mr R’s continuing property costs and for the delay in providing Mr P with the outcome of his appeal.

    Service improvements

    The Council should review its process for dealing with disagreements about financial assessment outcomes to make any changes needed.The Council should inform adult social care staff of the process for dealing with financial assessment disagreements, including how they should inform service users of the process available.

  • Bolton Metropolitan Borough Council (23 003 789)

    Category: Education Date: 11-Sep-2023

    Summary

    Ms X complained that the Council’s school admissions appeal panel failed to properly consider her appeal for a place for her child at her preferred secondary school. We found there was insufficient evidence that the appeal panel properly considered the appeal. In recognition of the injustice caused, the Council has agreed to offer Ms X a fresh appeal with a different panel and clerk.

    Service improvements

    The Council has agreed that it will issue a reminder to clerks that they must take detailed notes of the hearing and of the panel’s decision-making including the reasons for the panel’s decision at each stage of the process.

  • Bolton Metropolitan Borough Council (22 017 136)

    Category: Benefits and tax Date: 30-Jul-2023

    Summary

    Miss X complains the Council failed to consider her housing benefit appeal, which prevented her from appealing to the tribunal. The Ombudsman finds fault with the Council for failing to consider Miss X’s request for appeal, which delayed her right to appeal to tribunal. The Ombudsman also finds fault with the Council for how it communicated with Miss X and for failing to provide a stage two complaint response. The Council has agreed to carry out the appeal and pass to the tribunal without delay if Miss X remains unhappy. The Council has also agreed to make a financial payment and service improvements.

    Service improvements

    The Council has agreed to review its procedures to ensure it complies with the Housing Benefit Tribunal rules.The Council has agreed to review its procedures to ensure it processes all housing benefit appeals in a timely manner.

  • Bolton Metropolitan Borough Council (22 006 278)

    Category: Planning Date: 10-Apr-2023

    Summary

    Mr X complained the Council failed to take enforcement action regarding alleged breaches of planning control. Mr X also complained the Council failed to respond to his complaint regarding this matter. We found fault by the Council and the Council has agreed to apologise to Mr X and provide a financial remedy.

    Service improvements

    Remind staff to adhere to the Council’s enforcement policy, specifically regarding notifying informants when the Council decides there is no breach of planning permissionRemind staff to adhere to the Council’s complaints policy timescalesRemind staff to maintain clear and appropriate records to demonstrate clearly the rationale for their decisions

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