Service improvements

Leeds City Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 - 4 of 4 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 (25 021 128)

    Category: Education Date: 14-May-2026

    Summary

    We have found fault in the way the Council considered Ms X’s application for post-16 transport and in how it applied its own policy. The Council has agreed to apologise, make a symbolic payment to recognise time and trouble, to retake the decision, and to make service improvements. The complaint is upheld.

    Service improvements

    The Council will consider if it needs to provide decision makers with updated guidance or training to ensure they are considering applications on a case-by-case basis, exercising discretion to issue council organised transport where appropriate criteria is met, and recording its reasons correctly. The Council should share details of the action it decides is required with the Ombudsman.

  • Leeds City Council (25 018 700)

    Category: Education Date: 17-May-2026

    Summary

    There was fault in the way the Council considered Mr X’s application for post-16 transport and in how it applied its own policy to consider whether the expectation placed on parents to facilitate transport was ‘reasonably practical’. The Council has agreed to apologise, make a symbolic payment to recognise Mr X’s time and trouble, to take the decision again, and make service improvements. The complaint is upheld.

    Service improvements

    The Council will consider if it needs to provide decision makers with updated guidance or training to ensure they are considering applications on a case-by-case basis, exercising discretion to issue council organised transport where appropriate criteria is met, engaging with individual circumstances raised, and recording its reasons correctly.

  • Leeds City Council (25 009 575)

    Category: Planning Date: 28-Apr-2026

    Summary

    Miss X complained about the Council’s delay and poor communication in dealing with her report of a breach of planning control. We found no fault in the Council’s enforcement investigation but it had fallen below acceptable administrative standards in communicating with Miss X. To address the avoidable distress this had caused, the Council agreed to apologise to Miss X and make a symbolic payment. The Council also agreed to review how it communicated with people reporting an alleged breach of planning control.

    Service improvements

    The Council agreed to review its planning enforcement practice and procedure for communicating with people reporting an alleged breach of planning control to ensure they are given a direct link to the planning enforcement information, including the Enforcement Plan, available on the Council’s website and clear and consistent information about the level of contact they may expect to receive from the Council during a planning enforcement investigation.

  • Leeds City Council (25 006 105)

    Category: Education Date: 12-Apr-2026

    Summary

    The Council delayed completing Miss X’s child, Y’s Education, Health and Care (EHC) needs assessment in line with statutory timescales. It delayed deciding whether to issue Y with an EHC Plan within the statutory timescales, caused by a 34 week delay in obtaining Educational Psychologist advice. It then further delayed issuing Y’s final EHC Plan by 42 weeks after it received the EP advice. The Council was also at fault for failing to maintain oversight of Y’s alternative provision arrangement between 2023 and 2025. These faults caused Miss X and Y distress and delayed Y’s access to the specialist provision and placement specified in the final Plan by two terms. The Council agreed to apologise and make a payment to recognise the injustice the faults caused.

    Service improvements

    The Council will complete an action plan to ensure it has sufficient processes in place to maintain oversight of children out of school receiving alternative provision. The action plan should ensure the Council has processes in place to maintain regular communication with both the provision and parents and ensure provision is reviewed for its suitability.

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