Manchester City Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
77% Complaints upheld by Manchester City Council
77% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
24 upheld decisions
View upheld decisionsAdjusted for Manchester City Council's population, this is
4.2 upheld decisions per 100,000 residents.The average for authorities of this type is
4.4 upheld decisions per 100,000 residents.Statistics are based on a total of 31 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
94% of cases were successfully implemented by Manchester City Council
94% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 17 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
29% Complaints with satisfactory remedy provided by Manchester City Council
In 29% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 14% in similar authorities.
7 satisfactory remedy decisions
Statistics are based on a total of 24 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 Manchester City Council
A Manchester mum had to live in an unsuitable and unsafe flat with her disabled son for 18 months longer than she should have, according to the Local Government and Social Care Ombudsman.
Manchester City Council to review alternative education policy in light of Ombudsman report
Manchester children who were out of education before the first national lockdown are to have their cases reviewed following a Local Government and Social Care Ombudsman report.
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: 24 007 821
Category: Education
Sub Category: Special educational needs
- The Council has agreed to issue written reminders to the relevant staff to ensure they are aware of the Council's section 19 duties.
Case reference: 24 005 672
Category: Education
Sub Category: Special educational needs
- Remind officers in writing of the importance of issuing EHC Plans in line with the statutory timescales.
Case reference: 24 004 809
Category: Education
Sub Category: Special educational needs
- the Council, as part of its review of its alternative education policy, will:take into account the findings of this complaint to ensure officers are fully aware of when its duties to provide alternative education might be triggered.
Case reference: 24 001 270
Category: Environment and regulation
Sub Category: Refuse and recycling
- By training or other means, remind officers to ensure they signpost residents to the assisted collection service if they mention they have a disability.
Case reference: 23 018 266
Category: Housing
Sub Category: Homelessness
- Remind relevant staff of the importance of effective complaint handling.
- Remind relevant staff of the need to be clear when communicating actions with applicants.
- Remind relevant staff when they receive a review request, it is best practice for the officer to forward the request to the relevant team, rather than requesting the applicant resend the request.
Case reference: 23 013 249
Category: Children's care services
Sub Category: Friends and family carers
- The Council agreed that it would brief all relevant staff within its advice and guidance service, and its children social work teams, on the findings of this investigation to stress the importance of prompt assessment to determine if a child is in need and/or requires accommodation under Section 20 of the Children Act. We said the briefing could be in-person or online but that it could not simply be in writing given the Council already had adequate written materials on this subject.
Case reference: 23 011 175
Category: Housing
Sub Category: Homelessness
- The Council has agreed to provide training and/or guidance to relevant staff about autism and reasonableadjustments in line with the Greater Manchester All Age Autism Strategy.
- The Council has agreed to remind relevant staff to record their consideration, particularly in cases ofdomestic abuse, of whether an applicant is homeless because it is notreasonable for them to continue to occupy accommodation, in line with sections175 and 177 of the Housing Act 1996
- The Council has agreed to ensure that information provided to homeless applicants includes sufficientinformation and detail about the options discussed in any assessment andreiterates any advice given verbally.
- The Council has agreed to remind relevant staff of the duty to provide interim accommodation to homelessapplicants who might be homeless, eligible, and in priority need and that to bean offer of accommodation, the accommodation must exist and be available to theapplicant. It will consider making any such offers in writing. The Council has agreed to remind relevant staff that in cases where a homeless applicant has not taken upinterim accommodation or has refused an offer, the Council must still providetemporary accommodation if it accepts the main housing duty.
- Using this case as an example, the Council will discuss with relevant staff the challenges and barriers victims ofdomestic abuse can face in leaving abusive situations and identify the stepsthe Council can take to support victims and create the best opportunitypossible for them to leave.
Case reference: 23 011 109
Category: Adult care services
Sub Category: Assessment and care plan
- Remind all relevant officers of the importance to organise a smooth transition from support in the EHCP to adult social care support and the role of the Council in coordinating different departments and outside agencies.
Case reference: 23 009 832
Category: Adult care services
Sub Category: Residential care
- The Council has agreed to work with Gorton Parks to improve the support it provides for Ms Y, including improving its record keeping to ensure its records and:a) Records reflect the time actions are taken;b) Routine checks are actually carried out;
Case reference: 23 010 915
Category: Adult care services
Sub Category: Charging
- The Council will remind social workers that they should be clear about who the Council addresses care contribution invoices to, and this record should be kept up to date.
Last updated: 4 April 2015