Service improvements

Kirklees Metropolitan Borough 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 - 5 of 5 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 (22 003 031)

    Category: Education Date: 27-Mar-2023

    Summary

    Miss X complained about a lack of support for her son, Mr Y’s, special educational needs. There was fault in how the Council reviewed Mr Y’s Education Health and Care plan and failed to arrange suitable alternative education after he was permanently excluded from school. The Council agreed to pay an improved financial remedy, review its practices and share learning from this complaint.

    Service improvements

    The Council agreed to remind its special educational needs staff of the importance of ensuring children and young people receive a suitable education while consulting with longer-term school placements.The Council agreed to review its approach to reviewing EHC plans following the breakdown of school places to ensure it properly considers whether to hold an early review or whether to arrange a full reassessment.The Council agreed to review how it monitors compliance with the statutory timescales for reviewing and issuing EHC plans follow to ensure it identifies and takes appropriate action where cases are taking longer than allowed under the rules.The Council agreed to share this decision with all staff in its special educational needs team with the appropriate senior officer and Council member responsible for the Council’s education services.

  • Kirklees Metropolitan Borough Council (21 017 692)

    Category: Adult care services Date: 03-Mar-2023

    Summary

    Mrs A’s representative complained the Council wrongly concluded she had deprived herself of capital. The Council has offered to review its decision. We consider this is a suitable remedy for the fault we have identified.

    Service improvements

    The Council will remind officers that they must address the issue of motivation when considering deprivation of assets cases.

  • Kirklees Metropolitan Borough Council (21 017 658)

    Category: Housing Date: 27-Sep-2022

    Summary

    Mr X complained about how the Council responded to his concerns about his housing and anti-social behaviour. There was fault with how the Council responded to a noise nuisance Mr X reported and how long Mr X had to wait for a social care assessment. However, these did not cause Mr X an injustice. The Council agreed to provide training to its housing staff and review how it manages social care assessments.

    Service improvements

    The Council agreed to provide training to its housing staff to ensure they can recognise when someone is reporting a possible statutory nuisance and how to refer the complaint, or complainant, to the appropriate Council team.The Council agreed to review how it manages adult social care assessment to ensure it can arrange and complete these within a reasonable period of time.

  • Kirklees Metropolitan Borough Council (21 014 338)

    Category: Adult care services Date: 03-Jan-2023

    Summary

    Miss X complained about the care put in place on Ms Y’s discharge from hospital. She said it was not adequate and the hospital told Ms Y it should be free for six weeks, but the Council charged her. She wants the Council to waive the charges. We found the Council was at fault in initially providing Ms Y with visits from only one care worker. We find no fault in the other matters except failing to agree a time for response to her complaint. We recommended the Council apologise to Miss X and review its processes; it agreed to do this.

    Service improvements

    The Council has agreed to ensure that dates for response are agreed with complainants at the outset of the complaint process.The Council has agreed to ensure staff are clear about the need to record conversations and keep an accurate record of decisions.The Council has agreed to review, at senior level, the process by which the Council takes advice from health colleagues on discharge and puts this into practice.

  • Kirklees Metropolitan Borough Council (21 012 734)

    Category: Environment and regulation Date: 12-Jul-2022

    Summary

    Mrs D complained the Council caused delays in investigating and resolving her concerns about a noise nuisance from a neighbouring nursery. We found the Council at fault for causing some delays in progressing Mrs D’s noise complaint, how it communicated with her, and its extended delays in responding to her complaint. The Council agreed to apologise and make payment to acknowledge the injustice this caused her. We found no fault in the methods the Council used to investigate her noise concerns. We cannot therefore criticise the merits of its decisions.

    Service improvements

    The Council will review its procedure for how it progresses noise nuisance investigations and actions during seasonal periods, in which an alleged nuisance does not occur, to avoid delays and missed opportunities to address the issue with the person, or business, who causes the nuisance.The Council will remind its Environmental Protection officers to communicate with complainants during key stages of the Council’s noise investigation, including when there are delays or an investigation is taken longer than anticipated.The Council will remind its staff about the expected timeframes for the Council to acknowledge and respond to the complaints it receives, and to tell complainant if there are delays in the process and when a response will be provided.

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