Service improvements

Leeds City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 3 of 3 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 (24 017 661)

    Category: Adult care services Date: 28-Oct-2025

    Summary

    Miss D complained on behalf of her sister who lives in supported living accommodation arranged by the Council. We upheld her complaint, finding the Council failed to take sufficient action to safeguard Miss D’s sister after she experienced aggressive behaviour from another resident. We considered its inattention caused unnecessary distress to both Miss D and her sister. The Council has accepted these findings and at the end of this statement, we set out action it has agreed to take to remedy their injustice and try to prevent a repeat.

    Service improvements

    The Council agreed that it would review how it can strengthen its response where one of its users of care services experiences distress as a result of the actions of another. It agreed that review would consider making recommendations for improving its policy, procedures or the awareness of relevant employees. The review would cover:a) considering if the Council used its powers to safeguard adults from abuse sufficiently in such cases; b) whether it sufficiently considered such cases through the perspective of the victim of any disruptive or aggressive behaviour; c) whether it could do more to encourage social workers to draw up action plans to tackle problem behaviour and monitor their effectiveness;d) considering, where applicable, if it should use its power to end licence agreements in cases where a user of services in supported living accommodation it provides breaches a ‘good behaviour’ clause in its licence.

  • Leeds City Council (24 015 606)

    Category: Adult care services Date: 13-Aug-2025

    Summary

    Mr B complained that the Councils said he was not eligible for a supported housing development. We have found fault in the way the Council assessed Mr B’s needs, the failure to properly record the eligibility criteria for the housing development and the Council’s communications about the criteria. The Council has already provided a financial remedy for the distress caused to Mr B by the fault and has amended the eligibility criteria. The Council has also agreed to apologise to Mr B and to carry out a service improvement.

    Service improvements

    •Remind the relevant officers that any policies, guidance or eligibility criteria the Council applies, should be in writing and not verbal only.

  • Leeds City Council (24 014 118)

    Category: Adult care services Date: 29-Jun-2025

    Summary

    Mr X complained about the Council’s handling of his application for a blue badge. He said it caused delays and failed to properly consider his non-visible disabilities in the process. We found the Council at fault for causing significant delays in the assessment process and for some unclear communication. It was not at fault for how it reached its view on Mr X’s eligibility at the time. The Council should apologise and make a symbolic payment to acknowledge the injustice its delay and unclear communication caused.

    Service improvements

    The Council will remind relevant staff to ensure clear and consistent communication is provided to blue badge applicants regarding delays, when appeal rights can be exercised, and next steps in the assessment process.

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