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 - 3 of 3 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 (21 002 300)

    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 (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 (20 009 903)

    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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