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 11 - 17 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 (21 017 741)

    Category: Adult care services Date: 19-Sep-2022

    Summary

    Ms B complained that, since October 2021, the Council had not adhered to a communications protocol agreed with her. We found there were several occasions when the Council failed to comply with the protocol causing Ms B distress and inconvenience. In recognition of the injustice caused, the Council has agreed to make a payment to Ms B and issue a reminder to staff to ensure they comply with the protocol.

    Service improvements

    The Council will also issue a reminder to all relevant staff to ensure they comply with the communication protocol.

  • Leeds City Council (21 016 611)

    Category: Housing Date: 17-Aug-2022

    Summary

    Mr Y and Mrs X complained the Council had failed to support them to move to a suitable accommodation and its officers gave mixed information. The Council agreed it should have increased Mr Y’s and Mrs X’s priority Band in 2020. We also found the Council’s communication caused some limited confusion for Mr Y and Mrs X. The faults did not result in a missed opportunity for the family to move to a suitable accommodation, an apology from the Council is therefore enough to acknowledge the limited distress its faults caused them.

    Service improvements

    The Council will review and communicate to all staff how the it should respond to enquiries about the status of advertised properties. Responses should be consistent with its Policy to supporting customers and promoting self-service options, whilst mitigating risk of providing inaccurate information.The Council will remind its officers to only provide accurate information about the availability of properties on its Lettings Scheme or seek information from its local housing offices before providing such information to applicants.

  • Leeds City Council (21 016 501)

    Category: Transport and highways Date: 25-Aug-2022

    Summary

    Miss X complains the Council failed to keep CCTV images that could have helped identify a driver that she says caused an accident, in which her car was written off. As a result she has lost out on her no claims bonus and insurance is much more expensive. We found the Council was at fault. The Council agreed the recommended remedy.

    Service improvements

    The Council agreed to remind its officers to advise customers making an initial request that CCTV evidence is deleted after 31 days and that a formal request by the appropriate person must be made within 28 days of the event.

  • Leeds City Council (21 014 258)

    Category: Adult care services Date: 18-Aug-2022

    Summary

    Mrs X complains about delay by the Council in installing a replacement stairlift. Once the Council became aware of the issues it contacted the contractor to rectify the works. However, there was some delay by the Council caused by poor communication and failing to meet Mrs X’s needs. The Council has agreed to apologise and make a payment to Mrs X and make service improvements to remedy the injustice caused.

    Service improvements

    The Council will also remind staff they must assess any adult with the appearance of care and support needs.

  • Leeds City Council (21 013 195)

    Category: Education Date: 06-Jul-2022

    Summary

    there was fault by Leeds City Council in relation to the amount of alternative educational provision made to the complainant’s daughter under section 19 of the Education Act 1996. The Council will take the recommended action to recognise this. In addition, the Council did not issue a letter following the review of the EHC Plan. This also amounts to fault though it did not cause injustice

    Service improvements

    Tell us what action it will take to ensure that it issues appropriate notification of how it intends proceeding within four weeks of an EHC review meeting. The Council will also ask the organisation who arranges an annual review to keep notes of the meeting in addition to any working document produced.

  • Leeds City Council (21 005 197)

    Category: Housing Date: 01-Nov-2022

    Summary

    Mr X complained the Council had intentionally withheld suitable properties from him on its housing bidding list and it wrongly removed his permission to bid for sheltered properties. He also said it had caused delays in its voids process for three flats he had successfully bid for. We found no evidence the Council had withheld properties on Mr X’s bidding list, and we previously found no fault in how in it reached its decisions on his bidding permissions. We found it did cause a service failure due to the delays in its voids process. The Council agreed to apologise and make payment to Mr X to acknowledge the distress and uncertainty this caused him.

    Service improvements

    The Council will continue implementing improvement to is voids process as identified in the Council’s review of its Lettings Standard Policy and voids processes to ensure it limits delays in re-letting homes which requires repairs.The Council will review how it ensures its housing applicants are informed about expected timescales for when advertised properties on its housing register bidding list are ready for let, and how it keeps successful applicants informed about delays due to unforeseen works which may be needed after further surveys of properties.The Council will remind its staff of its good practice procedure to pre-inspect homes before tenant’s notice expires to plan any repair works required to avoid delays in its voids process.

  • Leeds City Council (21 001 979)

    Category: Planning Date: 28-Apr-2022

    Summary

    Mr X complained about the Council’s failure to take planning enforcement action against his neighbour, who is alleged to be carrying out a business in breach of a Planning Enforcement Notice. Mr X said the neighbour’s business causes noise and parking difficulties in the area. We found fault in the Council’s explanation and application of data protection issues. This did not cause Mr X an injustice, but the Council accepted our recommendations to avoid recurrence of the fault in future.

    Service improvements

    The Council agreed to review its planning enforcement processes, policies and practices relating to the lawful use of personal data and CCTV evidence, to ensure they are fit for purpose and in line with data protection law. The Council agreed to refer the outcome of its review to the relevant scrutiny committee.

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