Service improvements

Kirklees Metropolitan Borough 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 Kirklees Metropolitan Borough Council as a CSV file.

  • Kirklees Metropolitan Borough Council (20 013 525)

    Category: Environment and regulation Date: 28-Jul-2021

    Summary

    Mrs N has made a complaint about the Council failing to stop household waste being left outside her property. She says the Council delayed in providing a solution and failed to respond to her. The Ombudsman has identified failings by the Council, including delivering on promises made, maintaining contact with Mrs N and following its own complaints process. This caused Mrs N an injustice and so we have recommended a number of remedies.

    Service improvements

    A senior officer of the Council with no prior involvement in the complaint will undertake a review of the complainant's case. The review will focus on the Council’s contact responsiveness, its complaints process and the time which lapsed without a solution being made available. The review will identify improvements to be implemented by the Council in order to enhance its communications policy and timely delivery of services.

  • Kirklees Metropolitan Borough Council (20 010 797)

    Category: Benefits and tax Date: 09-Nov-2021

    Summary

    The Council was at fault for not communicating properly with Mr X, for which it should apologise. I have not found fault with the way the Council considered whether the business was eligible for Small Business Rates Relief, which meant Mr X’s business was not eligible for the COVID-19 Small Business Grant.

    Service improvements

    The Council will remind relevant staff to provide a written decision in response to requests to update business rates records.

  • Kirklees Metropolitan Borough Council (20 007 360)

    Category: Children's care services Date: 01-Jul-2021

    Summary

    We find fault with the Council for delays carrying out an assessment for Mrs C. There were also delays handling her complaint. Mrs C missed out on support and experienced distress, time and trouble pursuing her complaint. The Council agrees actions to remedy the injustice.

    Service improvements

    The Council agrees to remind staff dealing with children’s services complaints: •Which complaints should be considered using the statutory process. •The importance of adhering to the timeframes set out in the statutory guidance.

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