Service improvements

Leeds City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 21 - 25 of 25 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 (23 013 988)

    Category: Benefits and tax Date: 05-Jun-2024

    Summary

    Mr X complained about how the Council dealt with his council tax bills and the enforcement action it took to recover the amounts owed. There was fault by the Council for its poor record keeping. This caused distress and frustration to Mr X. The Council will take action to remedy the injustice caused.

    Service improvements

    By training or other means, the Council as agreed to remind relevant staff of the importance of making and keeping accurate notes and appropriate record of telephone conversations between them and service users.

  • Leeds City Council (23 012 637)

    Category: Transport and highways Date: 08-May-2024

    Summary

    Mr X complains the Council did not deal properly with an appeal about a Penalty Charge Notice (PCN). The Council is at fault because it did not properly consider Mr X’s disability in relation to how he could appeal the PCN. The Council should apologise and review its policy and processes.

    Service improvements

    The Council has agreed to amend its policy and processes for dealing with equality related reasonable adjustments in relation to PCN’s and appeals.

  • Leeds City Council (23 006 763)

    Category: Adult care services Date: 12-Dec-2024

    Summary

    A care home, acting on behalf of the Council, failed to properly assess the risks from another resident who later assaulted Mrs Y, causing life changing injuries and significant distress to her and her family. There was also delay and fault in the Council’s safeguarding investigation. To remedy the injustice caused the Council has agreed to apologise, make a payment and service improvements.

    Service improvements

    2. The Council will:a) review the safeguarding investigation in this complaint and our decision statement and produce an action plan to improve future safeguarding investigations to minimise delay, and improve communication with families;b) provide evidence of the actions the Council agreed to take including the revised contract in response to this complaint;c) arrange a meeting with Bondcare to share our decision with it and discuss if there are any further lessons learnt from this complaint including how the Council responded to the complaint.

  • Leeds City Council (23 001 845)

    Category: Adult care services Date: 27-May-2024

    Summary

    Mr D complained about the Council’s handling of his Care Act needs assessment and how it communicated with him. He said, as a result, he experienced distress and a loss of support. We found the Council at fault for causing delays to properly assess Mr D’s needs over a 10-month period. We did not find fault in how it had regard to his reasonable adjustment request for how it communicated with him. The Council will apologise and make payment to acknowledge the distress and loss of support Mr D experienced.

    Service improvements

    The Council will remind staff in its Adult Social Care team of its section 9 duty under the Care Act 2014. This is to ensure needs assessments for individuals are properly assessed and the outcomes are shared with individuals without delay.

  • Leeds City Council (22 017 741)

    Category: Education Date: 02-May-2024

    Summary

    The Council was not at fault for its delivery of Ms B’s daughter’s special educational needs support, or for its handling of Ms B’s complaints. However, it was at fault for delays to its assessments of Ms B’s daughter’s needs. It has agreed to apologise to Ms B, make a small, symbolic payment to recognise her daughter’s injustice, and set out ways in which it will improve its service.

    Service improvements

    The Council has agreed to send us the findings of an external review into its EHC assessment processes. It will also send us an action plan which, in light of the review’s findings, sets out what the Council will do to improve its service.

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