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 - 4 of 4 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 (22 008 146)

    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 (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 (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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