Service improvements

City Of Bradford Metropolitan District Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 (21 007 396)

    Category: Planning Date: 07-Feb-2022

    Summary

    Mrs X complained about the Council's decision to approve a planning application for a two-story extension on a nearby property. There was fault in how the Council notified Mrs X of the planning application. This caused Mrs X avoidable frustration. The Council will apologise and remind its staff they must publicise planning applications in accordance with its Statement of Community Involvement.

    Service improvements

    The Council will remind its officers they must publicise planning applications in accordance with its Statement of Community Involvement.

  • City Of Bradford Metropolitan District Council (21 005 345)

    Category: Adult care services Date: 14-Mar-2022

    Summary

    Ms C complained that the Council does not want to pay more, to enable her daughter to move into the care home she likes. She said that, instead, it has offered a cheaper home that is not suitable. While we found there was some fault with regards to the issues we investigated, there was no fault with the way the Council reached its decision about the care home it offered.

    Service improvements

    The Council has agreed to remind its adult social care staff as to when the Council should not ask a client's family to pay a top up fee, when a care home placement is more expensive than the personal budget it has initially allocated.

  • City Of Bradford Metropolitan District Council (21 002 385)

    Category: Environment and regulation Date: 17-Jan-2022

    Summary

    Mr X complained the Council wrongly cleared his friend’s property and disposed of all items following their death. The Council was at fault. We cannot say whether a full house clearance was necessary, but there was a lack of evidence to support the actions the Council took. The Council has already agreed to waive the clearance fee, apologised for any distress caused and it also put measures in place to improve how it manages similar cases. These are appropriate actions to remedy any injustice caused to Mr X. The Council has agreed it will also review how it communicates with contractors to carry out work it has requested them to do.

    Service improvements

    The Council has agreed it will provide evidence which shows it has completed observations and appropriate actions to ensure staff are professional and courteous at all times, particularly when dealing with sensitive matters.The Council has agreed it will review how it communicates with contractors about jobs it asks them to do, to ensure it provides clear and detailed instructions on the work which needs doing.

  • City Of Bradford Metropolitan District Council (21 002 300)

    Category: Benefits and tax Date: 07-Dec-2021

    Summary

    Mr X complained the Council wrongly refused him a discretionary business grant, causing financial loss. We find no fault in the Council’s decision making but we find fault in its complaint handling. We recommend it provides Mr X with an apology, pays him £100 for time and trouble and acts to prevent recurrence.

    Service improvements

    The Council will inform staff that the Ombudsman expects councils to allow complainants the opportunity to challenge council decisions, irrespective of whether there is a right to appeal. This could be through a formal appeal process or through its complaints process.

  • City Of Bradford Metropolitan District Council (21 002 237)

    Category: Children's care services Date: 04-Jan-2022

    Summary

    there was fault by the Council in that it delayed in its consideration of Ms C’s complaint under the statutory children’s complaints procedure. The consideration of the complaint was thorough and agreed action was taken on some of the upheld complaints but the Council will now take further action to remedy some parts of the complaint for which no remedy was previously offered

    Service improvements

    The Council will provide us with evidence of how it tracks progress on complaints being considered under the statutory children’s complaints procedure to ensure that the statutory deadlines under this are met.

  • City Of Bradford Metropolitan District Council (21 000 914)

    Category: Adult care services Date: 02-Dec-2021

    Summary

    Mr X complained the Council failed to properly assess his care needs and that his contributions to his care were too high. We find the Council was at fault for failing to record its decision not to increase Mr X’s support hours. However, that did not cause Mr X an injustice. The Council has agreed to remind relevant staff to ensure any decision making is recorded within case records to stop the same problem affecting other people.

    Service improvements

    The Council has agreed to: Ensure client contribution appeal decision letters demonstrate the reasoning behind the Council’s decision. Ensure management discussions/oversight of decision making are recorded in adult social care case records.

  • City Of Bradford Metropolitan District Council (21 000 239)

    Category: Adult care services Date: 28-Jan-2022

    Summary

    Mr P complained about the Council’s failure to provide his mother with appropriate care causing distress and frustration. We have found the Council to be at fault because it did not arrange care for five days and cannot show it responded to concerns about poor care. To remedy the injustice caused by these faults, the Council has agreed to apologise, make a symbolic payment and review its procedures.

    Service improvements

    Reflect on the issues raised in this decision statement and identify any areas of service improvement, particularly around record keeping and responding to care quality concerns. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems not reoccur. This report should be sent to the Ombudsman.

  • City Of Bradford Metropolitan District Council (20 013 729)

    Category: Benefits and tax Date: 20-Sep-2021

    Summary

    Mr C complained the Council unreasonably asked for repayment of a grant it paid to him in error. We find fault as the Council has not considered using its discretion not to seek repayment of the debt. This causes uncertainty for Mr C. The Council accepts this finding and has agreed to review its decision taking account of the findings set out in this statement.

    Service improvements

    The Council has agreed to introduce a policy for considering repayment of business grants paid in error to support businesses impacted by COVID-19. This will take account of our advice on good administrative practice when considering debts caused by Council error, as well as relevant Government guidance.

  • City Of Bradford Metropolitan District Council (20 010 479)

    Category: Education Date: 21-Oct-2021

    Summary

    Mrs X complained that the Council has failed to provide her daughter, D, with a full-time education for over three years. She also complained that the Council delayed providing D’s Education, Health and Care plan. She says this has caused D and the family immense distress with D becoming suicidal. Mrs X also has health problems and she says the Council’s approach has had a detrimental effect on her. She asks that the Council compensate D for its failing to support her education and for the impact on the family’s mental health that its approach has had. The Council is at fault for delaying issuing D’s EHC plan and for its approach in other ways. However, it is not at fault for failing to provide D with an education.

    Service improvements

    The Council should be able to show that it has systems in place to ensure it meets the statutory deadlines it is required to meet in the EHC plan process.

  • City Of Bradford Metropolitan District Council (20 009 903)

    Category: Benefits and tax Date: 19-Jul-2021

    Summary

    Mr C complains the Council wrongly refused him an NHS Test and Trace Support Payment. We find fault in this decision. We consider this caused Mr C an injustice as he did not receive a payment to which he was entitled. The Council accepts these findings and at the end of this statement we set out what action it has agreed to remedy this injustice.

    Service improvements

    The Council has also agreed that as a minimum it will brief all officers administering support payments on the facts of this case and the findings of this investigation. This is to ensure officers know to consider the specific facts around each case when considering making a NHS Test & Trace Support Payment where an applicant declares they are on furlough. And that where refusing a payment the Council provides clear reasons for its decision that reference the rules of the scheme.

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