Service improvements

Knowsley Metropolitan Borough Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 2 of 2 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Knowsley Metropolitan Borough Council as a CSV file.

  • Knowsley Metropolitan Borough Council (24 018 192)

    Category: Adult care services Date: 17-Sep-2025

    Summary

    Mr B complained the Council reclaimed surplus direct payment funds from his son, Mr C’s, direct payment account which left him without respite support. He also complained the Council told the family they could no longer use their respite provider as they did not have a Care Quality Commission (CQC) registration. There was fault by the Council. The Council did not ensure annual reviews were carried out for Mr C’s direct payment account. Because of the fault, Mr B and Mr C suffered distress and uncertainty while the Council investigated matters and carried out a review of Mr C’s direct payment account. The Council has agreed to apologise to Mr B and Mr C, make symbolic payments, and issue staff briefings.

    Service improvements

    The Council will remind relevant staff of the importance of ensuring direct payment accounts are audited at least annually. This will help to ensure appropriate oversight of direct payment accounts and prevent unspent funds accruing.The Council will advise relevant staff to direct service users who are arranging respite services through direct payments, to advice about Care Quality Commission registration. This will help to ensure respite providers hold the appropriate Care Quality Commission registration for services they provide.

  • Knowsley Metropolitan Borough Council (23 013 452)

    Category: Adult care services Date: 17-Dec-2025

    Summary

    Mr X’s main complaint is that the Council failed to properly assess his needs in July 2023 and then failed to respond to his complaint about the assessment. We find that the Council did not follow the correct process as it failed to send a copy of Mr X’s assessment to him and then deleted the assessment. The Council also did not respond to Mr X's complaint about the assessment. However, the Council’s offer of a re-assessment soon after Mr X complained, has mitigated a lot of the injustice Mr X suffered because of the fault.

    Service improvements

    Remind relevant staff to provide a copy of the assessment and care plan to the assessed person, regardless of any dispute.Ensure relevant staff understand the Council’s duty to make reasonable adjustments and know how to identify, record, and act on a request for reasonable adjustments. It will provide training or guidance as needed.

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