Service improvements

Bury Metropolitan Borough Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 11 - 15 of 15 cases with service improvements

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

  • Bury Metropolitan Borough Council (21 015 516)

    Category: Adult care services Date: 27-Jul-2022

    Summary

    there was fault by Bury Metropolitan Borough Council in that it delayed refunding payments for overcharged domiciliary care. This caused injustice. The Council will take the action agreed to recognise this and to ensure such problems do not recur.

    Service improvements

    The Council says it has introduced a new finance and payment system that will ensure that problems such as that experienced by the complainant in this case will not recur in future. The Council will provide us with further details of this and say how this new system will ensure such problems will not recur.

  • Bury Metropolitan Borough Council (21 013 858)

    Category: Adult care services Date: 13-Sep-2022

    Summary

    Ms X complains the Council prevented her from accessing social care and support. We have not found the Council at fault for failing to help Ms X engage with the process. We have found faults in how the Council ensured suitable advocacy was in place, some of which caused Ms X an injustice. We have not found the Council actively sought to restrict Ms X’s access to social care services.

    Service improvements

    The Council will remind staff assessing individual care and support needs that it is the Council's duty to appointment a suitable advocate for those in need of one.

  • Bury Metropolitan Borough Council (21 011 785)

    Category: Education Date: 29-May-2022

    Summary

    Mrs X complained the Council has failed to provide appropriate free transport to enable her adult son Mr Y to attend the college named in his Education, Health and Care Plan. The Council was at fault. It failed to consider whether transport was necessary and delayed considering its duties under the Care Act. The Council has agreed to apologise to Mr Y and make a payment. It has also agreed to review its policy and procedure

    Service improvements

    The Council has agreed to review its post-16 transport policy to ensure it clearly sets out the difference in its duties between sixth form and adult learners, including the Council’s responsibility to provide free of charge transport where it is considered necessary for relevant young adults with an Education, Health and Care Plan.The Council has agreed to review its procedure for determining applications and appeals from adult learners for transport to ensure the Council decides whether transport is ‘necessary’ and if not whether the Council has decided to provide transport or other transport support under its discretionary powers.The Council has agreed, when naming a post-19 setting in an Education and Health Care Plan, to ensure it properly considers whether the placement is appropriate and suitable and ensures the individual and/or their family are made aware of the Council’s transport policy and the likelihood of the provision of transport. This should allow them to make informed decisionsThe Council has agreed to ensure the Transport Team appropriately signposts applicants to Adult Social Care to consider whether support for disabled adults to attend post -19 education should be provided under the Council’s Care Act duties.

  • Bury Metropolitan Borough Council (21 006 387)

    Category: Environment and regulation Date: 08-May-2022

    Summary

    Mr E complained the Council has failed to provide enough bins for his estate. He also says the Council did not adequately respond to his complaints and it unreasonably banned him from contacting the waste management team. We find the Council was at fault as it delayed responding to Mr E’s communication and it failed to adequately respond to his complaint. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff to ensure they are aware complaint responses must address the issues raised.

  • Bury Metropolitan Borough Council (21 001 881)

    Category: Environment and regulation Date: 30-Jun-2022

    Summary

    Mr C complains about the way the Council dealt with his reports of anti-social behaviour by his neighbour. Mr C says he suffered nuisance for longer than necessary. We have found delay and fault in the Council’s complaint handling but consider the agreed action of an apology, £250 and a review of procedure provides a suitable remedy.

    Service improvements

    The Council will review its procedures and staff guidance to ensure premature complaints received from the Ombudsman are actioned and a response provided to the complainant.The Council will review its website and procedure and provide staff guidance to ensure complainants that meet the local threshold are advised of the Community Trigger process and are not restricted from using this due to an ongoing complaint.

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