Knowsley Metropolitan Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
67% Complaints upheld by Knowsley Metropolitan Borough Council
67% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
6 upheld decisions
View upheld decisionsAdjusted for Knowsley Metropolitan Borough Council's population, this is
3.8 upheld decisions per 100,000 residents.The average for authorities of this type is
4.4 upheld decisions per 100,000 residents.Statistics are based on a total of 9 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Knowsley Metropolitan Borough Council
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 6 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Knowsley Metropolitan Borough Council
In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 14% in similar authorities.
0 satisfactory remedy decisions
Statistics are based on a total of 6 upheld decisions for the period between 1 April 2023 to 31 March 2024
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.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Knowsley Metropolitan Borough Council
Care should be based on assessed need says LGO
Councils are being asked to ensure that their care provision is determined by an individual assessment of needs, even in times of financial pressure.
Knowsley council did not review vulnerable man’s situation properly
For more than two years, Knowsley MBC did not follow proper planning, review and assessment processes for a young man living in supported accommodation, a Local Government Ombudsman investigation has found.
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: 23 008 737
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will remind relevant staff to ensure that where carers are providing a significant amount of care, they should be involved in the needs assessment process and offered a carers assessment.
- The Council will take action to ensure the Council commissioned care home reviews it practice to ensure it has properly considered an individual’s needs as set out in any support plan provided by the Council, as part of the admission and assessment process.
Case reference: 23 005 717
Category: Adult care services
Sub Category: Charging
- The Council has agreed to identify the actions it is going to take to ensure it improves the way it deals with DRE in future.
Case reference: 22 017 318
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will remind staff to clearly explain in its decision letters its reasons for refusing disability related expenditure requests.
Case reference: 22 014 796
Category: Children's care services
Sub Category: Looked after children
- The Council has agreed to remind relevant staff of the statutory timeframes for investigating children's services complaints.
- The Council has agreed to improve its processes for monitoring compliance with remedies arising from its complaint investigations.
Case reference: 22 011 836
Category: Adult care services
Sub Category: Residential care
- The Council agreed to communicate to all staff who respond to complaints about commissioned care homes that they should obtain information from the care home in order to provide a full response to a complaint.
- The Council agreed to review what it requires of its commissioned care providers about accompanying care home residents to medical appointments and liaising with families about appointments. This is to ensure its requirements are clear. The Council should review how it monitors this issue for the Care Providers that it commissions to provide residential and nursing care.
Case reference: 21 013 145
Category: Education
Sub Category: Special educational needs
- Remind officers of the factors they should consider when deciding whetheralternative educational provision needs to be made. Specifically, that there isnot a requirement for there to be medical reasons for non-attendance before theCouncil will make alternative provision.
Case reference: 21 001 821
Category: Adult care services
Sub Category: Domiciliary care
- The Council will review the way the occupational therapy and continence services work to ensure improved communication and liaison in future.
Case reference: 20 009 055
Category: Children's care services
Sub Category: Child protection
- The Council will provide evidence that it has disseminated the learning from this case to social workers and managers.
Case reference: 20 003 378
Category: Adult care services
Sub Category: Other
- The Council has also agreed to produce and implement a policy on ordinary residence.
Case reference: 19 018 438
Category: Children's care services
Sub Category: Friends and family carers
- The Council should consider whether its procedures allow social workers to see that goods delivered to families can be returned promptly if they are unsatisfactory. It will advise the Ombudsman what action it will take so what happened in this case can be avoided in the future.
Last updated: 4 April 2015