Service improvements

Bolton Metropolitan Borough 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 - 2 of 2 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 (23 018 073)

    Category: Adult care services Date: 06-Oct-2024

    Summary

    Mr X complains the Council took too long to put his support in place and started charging him for his support long before he received it. The delay in arranging Mr X’s support and charging him for it before it started caused avoidable distress to Mr X. The Council needs to apologise for these faults and pay financial redress.

    Service improvements

    The Council has agreed to identify the action it is going to take to ensure people are not charged for support they are not yet receiving, and people do not have to wait months for their support to be put in place.

  • Bolton Metropolitan Borough Council (23 017 268)

    Category: Benefits and tax Date: 25-May-2024

    Summary

    We will not investigate this complaint about the Council’s handling of Mr & Mrs X’s council tax account as the Council has offered a suitable remedy and we cannot add to it.

    Service improvements

    The Council will provide feedback to its council tax team on how it can improve the way it deals with vulnerable customersThe Council has agreed to ensure that enforcement action for council tax debts is placed on hold in future when there is a complaint ongoing

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