Leicester City Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
86% Complaints upheld by Leicester City Council
86% of complaints we investigated were upheld.
This compares to an average of 79% in similar authorities.
18 upheld decisions
View upheld decisionsAdjusted for Leicester City Council's population, this is
4.8 upheld decisions per 100,000 residents.The average for authorities of this type is
4.6 upheld decisions per 100,000 residents.Statistics are based on a total of 21 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Leicester City Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 15 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
11% Complaints with satisfactory remedy provided by Leicester City Council
In 11% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 13% in similar authorities.
2 satisfactory remedy decisions
Statistics are based on a total of 18 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Leicester City Council
Leicester City Council refuses to pay Ombudsman remedy to domestic abuse victim following complaint
Leicester City Council has refused part of the Ombudsman’s recommendation to pay a homeless woman for not giving her the right support when she asked it for help.
Be clear about visits to home-schooled children says Ombudsman
Councils must be clear with parents of home-schooled children whether home visits are routine or triggered by specific concerns, the Local Government and Social Care Ombudsman has said.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 003 956
Category: Education
Sub Category: Special educational needs
- Within 8 weeks of my decision, the Council has agreed to:d) Identify learning from this complaint to ensure that a contingency plan is in place for unforeseen staff absences.
Case reference: 24 000 037
Category: Education
Sub Category: Special educational needs
- The Council will review its protocol or internal guidance for transferring EHC Plans when a child moves out of its area to make sure this is clear and complies with the SEN Regulations. It should then share the protocol with staff, or if it decides that a separate protocol is not needed remind staff that the SEN Regulations has a strict timeframe for this.
- Share the final decision statement with relevant staff.
Case reference: 23 016 591
Category: Education
Sub Category: School transport
- The Council will remind officers of the requirements set out in statutory guidance and its own transport policy, concerning how it must conduct both stages of the transport appeals procedure.
Case reference: 23 016 288
Category: Housing
Sub Category: Allocations
- The Council agrees to issue a reminder to relevant Housing Team staff to ensure they clearly explain the reasons for decisions about housing register applications so applicants can challenge these decisions if necessary.
Case reference: 23 014 962
Category: Adult care services
Sub Category: Charging
- The Council should remind staff of the importance of carrying out safeguarding enquiries when care home residents are at risk of harm.
Case reference: 23 014 835
Category: Education
Sub Category: Special educational needs
- The Council agreed to review its procedures for monitoring Education Health and Care (EHC) needs assessments and preparing EHC plans to ensure it complies with the required legal timescales.
Case reference: 23 001 653
Category: Education
Sub Category: Special educational needs
- The Council will remind relevant staff to issue a final amended Education, Health and Care Plan within 12 weeks of an annual review meeting in line with statutory guidance and case law.
- The Council will remind relevant staff responding to complaints to be clear on whether it upholds a complaint or not, and where it has found fault in its own actions, to consider the impact of that fault and how to remedy any injustice.
Case reference: 23 000 772
Category: Adult care services
Sub Category: Disabled facilities grants
- Remind relevant staff that council tenants can apply for a Disabled Facilities Grant, and ensure that any guidance to staff is clear on this.
Case reference: 23 015 900
Category: Housing
Sub Category: Homelessness
- The Council agreed to review its procedures for processing and recording homeless applications to ensure it meets its statutory duties and correctly records the dates of:application;its acceptance of the relief duty; andits decision about priority need, and whether it owes a duty to provide interim accommodation.
- The Council agreed to issue reminders to relevant staff in its housing and homelessness teams about the need to:properly inform applicants when the Council accepts the prevention duty;produce a personalised housing plan (PHP) when the Council accepts the prevention duty, share this with the applicant, and tell them of their right to request a review of parts of the PHP;update an applicant’s PHP when the Council accepts the relief duty, share the updated PHP with the applicant, and tell them of their right to request a review of parts of the PHP; andensure information in communications to applicants is accurate, and clearly sets out any duties accepted.
Case reference: 23 008 799
Category: Children's care services
Sub Category: Child protection
- Remind staff to adhere to the Council’s procedures and the principles of good administrative practice, specifically to maintain comprehensive, accurate records relating to LADO service decisions.
- Remind staff that where referrals to the LADO service are made by parents, to ensure it provides appropriate outcome notifications where required.
Last updated: 4 April 2015