Service improvements

Middlesbrough Borough Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Middlesbrough Borough Council as a CSV file.

  • Middlesbrough Borough Council (21 019 061)

    Category: Children's care services Date: 04-Sep-2022

    Summary

    The complainant (Mrs X) said the Council failed to support her when her niece (Y) was placed in her care. We find fault with the Council for refusing to consider Mrs X’s complaint through its children’s statutory complaint procedure. This caused Mrs X injustice. The Council agreed to apologise, to make a payment to recognise time and trouble when pursuing Mrs X’s complaint and to carry out the children’s statutory complaint procedure. The Council will also provide some training to its staff dealing with the Children Services complaints.

    Service improvements

    The Council will provide its staff dealing with the Children's Services complaints with the training on the criteria for applying children's statutory complaint procedure.

  • Middlesbrough Borough Council (21 010 516)

    Category: Environment and regulation Date: 26-May-2022

    Summary

    Mr X complains about the Council’s handling of his reports of rats and fly tipping. We have decided to uphold Mr X’s complaint. This is because there is evidence of fault by the Council, which caused Mr X uncertainty about what action it would take. To remedy this, the Council has agreed to apologise to Mr X, open a new investigation into his reports and make several service improvements.

    Service improvements

    Within four weeks of my final decision, the Council has also agreed to make the following service improvements: • send a reminder to relevant staff about the importance of responding fully to a complaint; • send a reminder to relevant staff about the Council’s powers, under the Prevention of Damage by Pests Act 1949, to require landowners or occupiers to keep their land free from mice and rats; and, • share this decision with relevant members of staff.

  • Middlesbrough Borough Council (21 005 776)

    Category: Housing Date: 11-Apr-2022

    Summary

    A housing association, acting on behalf of the Council, delayed making necessary changes to Ms X’s housing application. This is fault. The Council is also at fault because it failed to keep records in line with its data retention policy. The Council has agreed to apologise, pay Ms X £300, and take action to improve its service.

    Service improvements

    The Council has agreed to ensure partnership agreements and contracts with third parties contain details about how relevant data will be stored or returned to the Council when they end.The Council has agreed to review existing agreements with other partners to the housing allocations scheme and consider amending them if needed to ensure accurate records are preserved in line with the Council’s records retention policy.

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