Service improvements

Leeds City 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 - 10 of 17 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Leeds City Council as a CSV file.

  • Leeds City Council (22 009 168)

    Category: Adult care services Date: 09-Nov-2022

    Summary

    We will not investigate this complaint about a care provider failing to contact Mrs X when her father was admitted to hospital, where he passed away. The Council has agreed to my recommendations to remedy the injustice caused to Mrs X by the fault, and to work with the Care Provider to improve its admission paperwork.

    Service improvements

    The Council has agreed to work with a local adult social care provider it commissions, to issue staff reminders and make relevant amendments to its admission paperwork and procedures to ensure it obtains, as soon as possible, all relevant information:• about any Lasting Power of Attorney or deputyship. • about other family members or significant relationships; and• if relevant, from the commissioning and/or safeguarding authority about any restrictions on contact with anybody involved in the person’s life.

  • Leeds City Council (22 008 353)

    Category: Environment and regulation Date: 14-Feb-2023

    Summary

    Miss X complained the Council have continued to fail to collect her bins, failed to clarify where the collection point is and agreed to arrange assisted collections but have taken no action since. We find the Council was a fault for missed collections, failing to clarify the collection point and delayed communication. This caused Miss X significant stress. To address the injustice caused by fault, the Council has agreed to apologise, make a symbolic payment and review the current process.

    Service improvements

    Review the collection point and in writing make the waste collection rules clear

  • Leeds City Council (22 006 743)

    Category: Environment and regulation Date: 15-Feb-2023

    Summary

    Mr X complained that the Council has routinely failed to collect his general waste bin for a period of over two years. We found the Council was at fault. In recognition of the injustice caused, it has agreed to apologise to Mr X and make a payment to him.

    Service improvements

    The Council will issue a reminder to the crew of the importance of reporting access difficulties.The Council will write to residents explaining the issues parking can cause for refuse collections and requesting that they do not park inconsiderately.

  • Leeds City Council (22 006 315)

    Category: Adult care services Date: 09-Jan-2023

    Summary

    Mr X complained about the Council’s blanket policy requiring him to apply for deputyship before it would carry out a financial assessment to determine his mother’s contribution to her care costs. The Council was at fault for not explaining why it would not exercise discretion to depart from its usual policy in this case. It was also at fault for a delay in responding to the complaint at stage 2 of its complaints process. The faults caused frustration and additional time and trouble for Mr X. The Council will apologise, pay him £300 and make review its processes.

    Service improvements

    The Council will provide guidance or training for relevant staff about the need to consider whether it should depart from its charging for residential care policy when challenged, keep a clear record of its reasons for not doing so in a particular case, and explain its reasons.The Council will review its complaints process to ensure it responds to complaints within its published timescales where possible, and that relevant staff are prompted to update complainants where target timescales cannot be met.

  • Leeds City Council (22 005 982)

    Category: Benefits and tax Date: 25-Nov-2022

    Summary

    Miss B complained about the Council’s action in respect of council tax involving her business. She said the Council delayed in responding, then gave her incorrect advice, proceeded with recovery action even though she had made a complaint and delayed in responding to her complaint. We found fault with the Council’s actions. It has agreed to pay Miss B £500 and improve its procedures for the future.

    Service improvements

    The Council has agreed to take steps to ensure that council tax queries are answered within one month, that the right of appeal is explained and that complaints are escalated promptly once a request is made.

  • Leeds City Council (22 003 742)

    Category: Housing Date: 06-Mar-2023

    Summary

    Mr B complained about the way in which the Council dealt with his housing situation when he became homeless. We found some fault in the Council’s actions. The Council has agreed to pay Mr B £200 and improve its complaint handling for the future.

    Service improvements

    • The Council has agreed within one month to review its complaint handling to ensure written responses at both stages of the complaints procedure.

  • Leeds City Council (22 003 715)

    Category: Education Date: 18-Jan-2023

    Summary

    Mr and Mrs X complained the Council delayed completing the Education, Health and Care Plan review from September 2020. There were delays in issuing a final EHCP following the Council agreeing changes were required. The Council has agreed to apologise, make a payment to recognise the frustration caused to C and his family and take action to prevent the fault reoccurring.

    Service improvements

    The Council has agreed to review its system to check that final EHCPs have been issued follow annual reviews.The Council will remind staff in the education department of the alternative provision policy and that it applies to all children who are out of school for any authorised absence and attendance is not being enforced.

  • Leeds City Council (22 003 373)

    Category: Education Date: 04-Jan-2023

    Summary

    Ms X complained about the Council’s failure to support her adopted daughter, Z, with her special educational needs and mental health needs. The Council was at fault for a delay in issuing an Education Health and Care plan for Z, poor communication about the basis for providing accommodation for Z, and a delay in responding to the complaint. The Council should apologise, make a payment to recognise the delay in providing educational support for Z and review its processes.

    Service improvements

    The Council will review its processes to ensure it issues Educational Health and Care plans within statutory timescales.The Council will prepare a factsheet for parents setting out the different ways a child can be placed in its care, which provides sufficient information for them to make an informed choice about how to proceed.The Council will review its complaints process to ensure that where parts of a complaint come within the scope of the children's statutory complaints process, it will use the statutory process to address the complaint, and to ensure that it responds to complaints either in line with the timescales set out its own complaints policy or in line with the children's statutory complaints process, as appropriate.

  • Leeds City Council (22 002 120)

    Category: Adult care services Date: 25-Jan-2023

    Summary

    Mrs X complained about the care her late father received at Harewood Court when he fell and injured himself. Mr Y did not recover fully from his injuries and died soon after. Mrs X says this caused her and the family distress and she feels guilt for placing him there. We found fault in some aspects of Mrs X’s complaint, some of which has already been adequately addressed by a safeguarding enquiry. We recommended the Council apologise to Mrs X, pay her £300 for the distress it caused, and take action to prevent similar faults in future. It has agreed to do this.

    Service improvements

    The Council has agreed to review the safeguarding process to ensure that delays such as in this case are avoided in futureThe Council has agreed to ensure the Care Quality Commission has been alerted to the Care Provider’s failings in this caseThe Council has agreed to confirm that the actions identified by the safeguarding enquiry and monitoring have been completed

  • Leeds City Council (22 001 012)

    Category: Children's care services Date: 13-Oct-2022

    Summary

    Ms X complained about the Council’s actions in dealing with a child protection investigation about her daughter. We have found fault with how the Council conducted aspects of the investigation. The resulting delays and uncertainty would have caused Ms X avoidable distress. To remedy the injustice caused, the Council has agreed to apologise to Ms X, pay her £500 and review some of its procedures.

    Service improvements

    The Council has agreed to review its procedures for when the referring body, such as the NHS, does not provide further information about a safeguarding referral when requested.

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