Service improvements

City Of Bradford Metropolitan District 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 1 - 10 of 10 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 (22 010 727)

    Category: Transport and highways Date: 23-Mar-2023

    Summary

    The complainant (Mrs X) said the Council failed when considering her Clear Air Zone (CAZ) exemption application. The Council gave her misleading and incomplete advice and failed to exercise its discretion. We found fault with the Council which caused Mrs X injustice. We recommend the Council apologise, re-consider its decision and make a payment for Mrs X to recognise her distress.

    Service improvements

    The Council will remind all the staff in the team dealing with the CAZ exemption applications of the need to provide accurate and comprehensive advice to the applicants rather than rely on generic correspondence. The Council will provide us with the evidence it has happened.

  • City Of Bradford Metropolitan District Council (22 008 146)

    Category: Children's care services Date: 07-Dec-2022

    Summary

    Mr B complained that the Council refused to consider his complaint at stage three of the statutory children’s complaint procedure. We found the Council delayed excessively in completing the stage two investigation, but we do not find fault with the decision not to proceed with the stage three Review Panel. The Council has agreed to pay Mr B £250 and consider if it needs to take action to improve the availability of complaint investigators.

    Service improvements

    The Council has agreed to provide an update on the operation of its stage two investigations and considerswhether it needs to take further action to improve the supply of complaintinvestigators.

  • City Of Bradford Metropolitan District Council (22 001 118)

    Category: Education Date: 02-Dec-2022

    Summary

    There was delay in consulting a range of alternative schools, in holding an emergency review of an Education, Health and Care (EHC) plan and in providing a new right of appeal when a child was not able to attend school over an extended period. While the child’s health needs make it difficult to assess what impact the delay had, the uncertainty as to whether Y would have been able to return to school sooner, but for the fault, is itself an injustice. The Council will make a payment to acknowledge the injustice caused and make service improvements.

    Service improvements

    The Council will remind social care staff of the requirement to provide advice for all Education, Health and Care needs assessments.The Council will consider mechanisms for staff responsible for children with medical needs, health and social care to work together with families where children are out of school for extended periods to ensure children can return to school as soon as possible, especially where children are on waiting lists for specific interventions.

  • City Of Bradford Metropolitan District Council (21 018 376)

    Category: Children's care services Date: 06-Jan-2023

    Summary

    there was fault by Bradford Metropolitan District Council in the way it provided services to a disabled child. This fault caused injustice. The Council had already considered the matter under the statutory children’s complaints procedure and found fault. It had already offered a remedy to the complainant and taken action to ensure improvements in its future service provision. The Council should take action in the form of an improved remedy to Ms B to recognise the injustice caused.

    Service improvements

    The Council should tell us what it has done to ensure it meets the timescales at each stage of the children’s statutory complaints procedure.

  • City Of Bradford Metropolitan District Council (21 016 664)

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

    Summary

    We uphold Ms X’s complaint about the Council’s failure to complete a stage two investigation under the statutory complaints procedure. The Council’s failure to complete the investigation within the legal timescales has caused Ms X frustration and left her without answers to her complaint. We recommend and the Council has agreed to apologise to Ms X, make a payment to recognise the injustice to her and complete the investigation without further delay. The Council should also review its approach to stage two investigations to prevent future delays.

    Service improvements

    The Council will provide a report to a relevant overview and scrutiny committee about the timeliness of stage two statutory complaint investigations; progress with the Council’s action plan; and what further steps need to be taken to ensure investigations are completed within statutory timescales.

  • City Of Bradford Metropolitan District Council (21 011 791)

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

    Summary

    Mrs X complained about various aspects of the way the Council considered a Safeguarding Adult Review. We found there was delay and fault in the process. We recommended a payment to Mrs X and Mr Y and various actions to review process and procedures.

    Service improvements

    The Council should review why the nursing home was not identified as a Person or Organisation Alleged to have Caused Harm (POACH) and why it was considered appropriate to include staff from the nursing home in a meeting about Mrs Z’s SAR. It should ensure relevant guidance for officers is updated to prevent a recurrence of this.The Council should review why the Safeguarding Adults Board did not consider using its powers under Section 45 of the Care Act 2014 to require the nursing home to provide information.

  • City Of Bradford Metropolitan District Council (21 009 726)

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

    Summary

    Miss Y complains about the Council delayed in responding to her reports of a collapsed retaining wall and has not taken effective enforcement action since. Miss Y says this has made it impossible for her to carry out repairs to her section of the wall and significantly increased the costs. The Ombudsman finds fault in the information the Council provided to Miss Y and the way it considered enforcement action.

    Service improvements

    Produce a guidance note or factsheet for residents on their responsibilitiesunder s167, their options around who they can use to complete works subjectto s167, and the procedure for obtaining approval from the Council. Providethis guidance note to any residents who make enquiries about this kind of workgoing forward.

  • City Of Bradford Metropolitan District Council (21 008 347)

    Category: Education Date: 26-Jun-2022

    Summary

    Miss X complained the Council delayed in re-assessing her son, Y’s, special educational needs following an annual review of his Education Health and Care plan in June 2021. There were delays in deciding to re-assess, in arranging alternative provision whilst Y was out of school, and in consulting with alternative schools. The Council will apologise, make changes to its processes, and make a payment to remedy the impact of the additional time Y was without education due to the delays.

    Service improvements

    The Council will review its policies to ensure that it considers each child's individual circumstances before deciding how many hours of alternative education is appropriate and records its reasons for deciding a part-time provision amounts to a suitable education for a child.The Council will review its processes to ensure it keeps a detailed record of the conversation where a line manager is responding to concerns raised by a service user about the service provided by officers reporting to them.

  • City Of Bradford Metropolitan District Council (21 004 103)

    Category: Transport and highways Date: 11-May-2022

    Summary

    The Ombudsman found fault by the Council on Miss Y’s complaint about increased noise after repairs to a traffic calming feature outside of her home. It accepts communication with her was not always clear. It also failed to keep and provide records of site monitoring visits. It failed to explain why it was not practical to repair the dip on the feature which it accepts might be contributing to the increased noise. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers of the need to communicate clear and relevant information with those reporting highway repairs/problems and clearly explain reasons for decisions.The Council agreed to act to ensure proper records of noise assessments are made with details showing how this was done and assessed.

  • City Of Bradford Metropolitan District Council (20 002 622)

    Category: Children's care services Date: 25-May-2022

    Summary

    Ms X complains the Council has not provided suitable support and adjustments for her and her family’s needs. This has meant they have not received the right support and have not been able to complain. The Ombudsman finds fault with the Council for failing to consider Ms X’s complaints under the statutory complaints process. The Ombudsman also finds fault with the Council for failing to suitably consider requests for reasonable adjustments and failing to have due regard to its duty under the Equality Act 2010. The Council has agreed to make a financial payment and service remedies.

    Service improvements

    The Council has agreed to review how it ensures all suitable complaints are considered under the statutory complaints process.The Council has agreed to review how it manages complaints were reasonable adjustments are requested.The Council has agreed to provide information and training to staff about how to respond and communicate with complainants where reasonable adjustments are requested.

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