Service improvements

Bolton Metropolitan Borough Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 1 of 1 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 (25 005 166)

    Category: Adult care services Date: 23-Dec-2025

    Summary

    Mr A complained that a care coordinator, working for an integrated mental health and social care service, failed to support his son to apply for Universal Credit. We have not found fault by either the responsible Council or NHS Trust. However, we have found fault in how both organisations responded to Mr A’s complaint. Neither would accept responsibility for it at first. Both organisations have agreed to apologise, take corrective action and make a financial payment to address the injustice this caused Mr A.

    Service improvements

    The Council initially failed to accept responsibility for a complaint. It should review its handling of the case (either individually or with an NHS Trust it works in partnership with) as a learning tool. The Council should look for specific, measurable and realistic serviceimprovements to the way it considers and addresses complaints about integratedservices.

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