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 - 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 (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.

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