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 1 - 6 of 6 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 (24 003 573)

    Category: Adult care services Date: 20-Jan-2025

    Summary

    Mrs E complained that the Council took to long to agree to a residential care placement for her mother Mrs F (now deceased) despite her expressed wish to do so due to loneliness, isolation and anxiety over carer visits. We found some fault with the actions of the Council. The Council has agreed to pay Mrs E £300 and improve its procedures for the future.

    Service improvements

    The Council has agreed to remind social work staff of the importance of reaching a balanced decision regarding care placements, taking into account all the information provided about a person’s eligible care needs.

  • Leeds City Council (24 002 371)

    Category: Adult care services Date: 24-Jan-2025

    Summary

    Ms X complains the Council did not meet Mrs Y care and support needs. She says this impacted Mrs Y’s wellbeing. We find the Council at fault which caused Mrs Y injustice. The Council has agreed to apologise to Mrs Y, issue her reviewed care and support plan and take service improvement action.

    Service improvements

    The Council will remind its staff about the importance of considering reasonable requests for care and support plan reviews from any person acting on behalf of an adult, in accordance with statutory guidance.

  • Leeds City Council (24 001 930)

    Category: Adult care services Date: 14-Nov-2024

    Summary

    Mr X complained the Council did not properly consider whether to disregard his son’s property when calculating the cost of care. Mr X says his son will not be able to afford to pay for any care costs unless his property is disregarded. We have found the Council at fault for how it made its decision. To remedy the injustice caused the Council agreed to apologise, re-make the decision on whether to include Mr X’s son’s property when calculating care costs, and carry out a service improvement.

    Service improvements

    Ensure staff carrying out financial assessments are aware the Council can use its discretion to disregard a person’s property.

  • Leeds City Council (23 019 790)

    Category: Adult care services Date: 15-Oct-2024

    Summary

    Mrs X complained about issues with the Council’s transport services for her sibling. The Council accepted it was at fault and put forward a number of remedies. It has agreed to carry them out to remedy the injustice caused.

    Service improvements

    The Council should send written reminders to relevant Council staff to cover the following:ensure arrangements for risk assessments for an individual’s transport arrangements, and the sharing of these with the transport provider, are monitored and not left to drift; andIt should also outline good practice to staff to say that if the Council is unable to carry out actions as communicated to a complainant, it should proactively update them promptly with the reasons why.

  • 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.

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