Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

City of York Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    86% of complaints we investigated were upheld.

    This compares to an average of 72% in similar authorities.

    19 upheld decisions

    Adjusted for City of York Council's population, this is
    9.4 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    4.7 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 22 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 99% in similar authorities.

    Statistics are based on a total of 17 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 11% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 13% in similar authorities.

    2 satisfactory remedy decisions

    Statistics are based on a total of 19 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against City of York Council

The parents of a seriously ill baby were unable to spend quality time with their child in his last few weeks of life, because City of York social workers did not review his case properly, the Local Government and Social Care Ombudsman has said.

1

Public reports for City of York Council

View all

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 23 007 320

Category: Environment and regulation

Sub Category: Refuse and recycling

  • The Council will share the Ombudsman’s guidance on effective complaint handling for local authorities with relevant officers and managers. This will help to ensure complaints are investigated and followed up, where necessary, in a robust manner.

Case reference: 22 015 072

Category: Adult care services

Sub Category: Charging

  • The Council will review and amend its policy of not completing Deprivation of Liberty standard authorisations when a person is in hospital.

Case reference: 22 012 570

Category: Planning

Sub Category: Building control

  • The Council will remind officers dealing with complaints of the need to ensure the relevant records are checked so complaint responses do not contain inaccurate information.
  • The Council will put a procedure in place to ensure building control officers keep clear records of visits and telephone conversations.

Case reference: 22 011 700

Category: Environment and regulation

Sub Category: Refuse and recycling

  • The Council has agreed to remind staff of the Councils duty under the Equality Act to ensure that it evidences consideration during decision making where somebody has a protected characteristic.

Case reference: 22 005 428

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council will issue reminders to appropriate staff to ensure they consider carrying out a carers assessment if it appears a carer may have any level of need for support.
  • The Council will issue reminders to appropriate staff to ensure guidance and support is given when asked about direct payments and ensure proper consideration is given to these requests.

Case reference: 22 001 187

Category: Adult care services

Sub Category: Charging

  • The Council will review its existing policy to ensure a consistent approach on top up charges. This includes where an individual has been assessed to be able to afford a more expensive care home, has refused the Council’s offer of a care home and agreed to meet such charges in writing. The Council has no duty to source care arrangements for service users who are self-funders of their care.
  • The Council will provide training to its staff to ensure timely accurate advice and guidance is provided to residential care users, or their representatives, regarding top up charges. And, where applicable, requests for support with finding suitable care homes are actioned without delay.

Case reference: 21 013 797

Category: Planning

Sub Category: Enforcement

  • The Council should amend its policy to include updating complainants on key actions and decsions reached during an enforcement investigation

Case reference: 21 013 585

Category: Transport and highways

Sub Category: Parking and other penalties

  • The Council has agreed to contact anyone who complained about not receiving a parking permit due to the system fault in October 2021 and offer a refund for any extra parking costs incurred, if there is evidence of such costs.
  • The Council has agreed to provide parking complaint handling staff with guidance on the Ombudsman's expectations that Councils will offer the right of a review or appeal on decisions.

Case reference: 21 011 789

Category: Adult care services

Sub Category: Transition from childrens services

  • The Council will remind relevant officers that complaints about the actions of the Council's children's services fall under the children's statutory complaints procedure, regardless of the young person's age when the complaint is raised.
  • The Council will review its procedures for transition planning with young people approaching 18, in particular how it ensures plans for post-18 accommodation are in place well before the young person's 18th birthday.

Case reference: 21 003 895

Category: Housing

Sub Category: Private housing

  • • Provide guidance to relevant staff to ensure they understand an RRO can only be applied for within 12 months of a relevant offence being committed.
  • • Remind its staff of the requirement to issue occupiers with a copy of a HAN. Additionally, the communication should cover the requirement to provide notice of an inspection at a property and to inform complainants who raise questions about fire safety that it has arrangements in place with the local fire authority, and not to just direct complainants to the fire service in these circumstances.

30

Service improvements agreed by City of York Council

View all

Last updated: 4 April 2015

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