Service improvements

City Of Bradford Metropolitan District 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 - 10 of 11 cases with service improvements

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Downloads the current filtered list of service improvement decisions for City Of Bradford Metropolitan District Council as a CSV file.

  • City Of Bradford Metropolitan District Council (23 006 153)

    Category: Adult care services Date: 23-Feb-2024

    Summary

    A care home, acting on behalf of the Council, failed to provide an appropriate level of care to Miss Y. The Council failed to properly investigate the complaint, it accepted the word of the care home and failed to give due weight to information from Miss Y’s representative.

    Service improvements

    The Council failed to investigate a complaint about the level of care being provided by a care home. The Council will discuss this with the monitoring team and establish what action is required to address the failings by the care home and will follow this up with monitoring visits.The Council will consider lessons learned in respect of complaint investigation.

  • City Of Bradford Metropolitan District Council (23 003 205)

    Category: Housing Date: 14-Feb-2024

    Summary

    Mr X complains that the Council reduced his housing priority band as he refused interim accommodation which could not accommodate his dog. The Council is at fault as it did not accept the relief duty when Mr X’s section 21 notice expired and when he disclosed domestic abuse. The Council also did not consider offering interim accommodation which could accommodate his dog. The Council is also at fault as it did not notify Mr X of his right to seek a review of its decision to reduce his housing priority. These faults caused avoidable uncertainty to Mr X and his partner, Ms Y. The Council has agreed to remedy this injustice to Mr X and Ms Y by apologising and making a symbolic payment of £300.

    Service improvements

    By training or other means, remind officers that they should review the homelessness duty owed in the event of a change of circumstances to decide if an applicant has become homeless and the Council owes a different duty.Review its procedures to ensure officers consider identifying and offering interim or temporary accommodation to applicants with pets that can accommodate their pet. This is to ensure the Council complies with paragraph 17.67 of the Homelessness Code of Guidance.

  • City Of Bradford Metropolitan District Council (23 001 344)

    Category: Adult care services Date: 25-Sep-2023

    Summary

    We upheld complaints made by Mrs D concerning the Council’s assessment of her mother’s care needs in May 2022 and that it did not fully refund money spent on her care as a result. Also, that it was at fault for how it assessed her late father’s care needs in June and August 2022. These faults caused a loss of service and distress. The Council accepts these findings and at the end of this statement, we set out the actions it has agreed to take to remedy that injustice and improve services to avoid a repeat.

    Service improvements

    The Council agreed to brief relevant social care staff on the importance of taking account of information provided by third parties when assessing a client's social care needs and showing it has done so. For example, information that might be provided by a relative or a care agency supporting the client.

  • City Of Bradford Metropolitan District Council (23 001 178)

    Category: Children's care services Date: 07-Dec-2023

    Summary

    Mrs X, who was a foster carer, complained about the Council’s failure to properly investigate her complaint about inaccurate statements made by a social worker. We have found the Council to be at fault because it failed to carry out a specific enquiry and failed to amend inaccurate records in response to her complaint. To remedy the injustice to Mrs X, the Council has agreed to apologise and correct the relevant records. We did not find fault with the Council’s decision to make a safeguarding referral to the private fostering agency.

    Service improvements

    The Council has agreed to reflect on the issues raised in this decision statement and identify any areas of service improvement in complaint handling, particularly around making appropriate enquiries where there is a conflict of evidence. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems do not reoccur. This report should be sent to the Ombudsman.

  • City Of Bradford Metropolitan District Council (22 017 101)

    Category: Adult care services Date: 07-Nov-2023

    Summary

    A Council accepted several failings in the care one of its Care Home’s provided to an elderly resident. We found that the Council did not acknowledge the impact these failings had on the resident and her family. We did not find any fault in the care provided by a GP practice or an out of hours GP service. We recommend the Council takes steps to ensure improvements have been made to prevent recurrences.

    Service improvements

    When the Council investigated this complaint it accepted there had been failings and said it had given feedback to staff with the intention of improving performance and preventing recurrences. The Council should complete proportionate work to check whether there have been improvements in these areas.

  • City Of Bradford Metropolitan District Council (22 016 722)

    Category: Planning Date: 11-Jun-2023

    Summary

    Mrs X complained the Council’s building control service failed to properly inspect the drains of her house before she bought it. She said that because of this failure, her drains were not connected to the main sewer, causing significant impacts on her amenities, costs and disturbance. We found fault that will be remedied by the Council reviewing its practices and procedures to help avoid recurrence of the fault.

    Service improvements

    We found fault in that the Council did not have evidence to show it tested a drain connection or keep proper records of its Building Regulations inspection. The Council agreed to review practices and procedures and use of document management systems to avoid recurrence of the fault.The Council agreed to report the findings of its review to the Ombudsman and the relevant scrutiny committee.

  • City Of Bradford Metropolitan District Council (22 016 662)

    Category: Planning Date: 11-Jun-2023

    Summary

    Mr X complained the Council’s building control service failed to properly inspect the drains of his house before he bought it. He said that because of this failure, his drains were not connected to the main sewer, causing significant impacts on his amenities, costs and disturbance. We found fault that will be remedied by the Council reviewing its practices and procedures to help avoid recurrence of the fault.

    Service improvements

    We found fault in that the Council did not have evidence to show it tested a drain connection or keep proper records of its Building Regulations inspection.The Council agreed to review practices and procedures and use of document managemsnt systems to avoid recurrence of the fault.The Council agreed to report the findings of its review to the Ombudsman and the relevant scrutiny committee.

  • City Of Bradford Metropolitan District Council (22 015 018)

    Category: Children's care services Date: 18-Jun-2023

    Summary

    Mr B complained about excessive delay by the Council in dealing with his complaint about children’s services through the statutory complaints procedure. We found the Council delayed excessively in completing two stages of the process which caused Mr B additional distress, harm and frustration. We welcome the Council’s agreement to pay Mr B the £5,000 which he requested and implement the agreed action plan. The Council has agreed to keep Mr B informed regularly of progress with this and let us know the outcome of the review of its complaints service.

    Service improvements

    The Council will undertaken a review of its complaints service and provide us with an update of the agreed changes.

  • City Of Bradford Metropolitan District Council (22 014 370)

    Category: Children's care services Date: 21-May-2023

    Summary

    There is fault by the Council because it failed to consider Mrs B’s complaint about post adoption services in accordance with the children’s social care statutory complaints process. The Council has also failed to complete essential work it agreed to as part of its response to her complaint. The Council has agreed to complete the stage two investigation.

    Service improvements

    Share this decision with relevant staff. Remind staff that eligible complaints should be dealt with in accordance with the Getting the Best from Complaints’ Guidance, and that the Council is obliged to ensure that complaints proceed to stages two and three if the complainant wishes to do so.

  • City Of Bradford Metropolitan District Council (22 013 325)

    Category: Transport and highways Date: 02-Apr-2023

    Summary

    The Council was at fault for how it dealt with Mr B’s application for a clean air zone exemption for his car. It did not apply its own criteria correctly. It has agreed to reconsider his application. It has also agreed to make a symbolic payment to Mr B and ensure its staff are fully trained.

    Service improvements

    The Council has agreed to ensure all staff who deal with clean air zone permit applications are properly trained on its criteria.

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