Middlesbrough Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
73% Complaints upheld by Middlesbrough Borough Council
73% of complaints we investigated were upheld.
This compares to an average of 72% in similar authorities.
8 upheld decisions
View upheld decisionsAdjusted for Middlesbrough Borough Council's population, this is
5.6 upheld decisions per 100,000 residents.The average for authorities of this type is
4.7 upheld decisions per 100,000 residents.Statistics are based on a total of 11 detailed investigations for the period between 1 April 2022 to 31 March 2023
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Compliance with Ombudsman recommendations
89% of cases were successfully implemented by Middlesbrough Borough Council
89% 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 9 compliance outcomes for the period between 1 April 2022 to 31 March 2023
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Middlesbrough Borough Council
In 0% 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.
0 satisfactory remedy decisions
Statistics are based on a total of 8 detailed investigations for the period between 1 April 2022 to 31 March 2023
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.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against Middlesbrough Borough Council
No public reports published
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: 22 009 914
Category: Other Categories
Sub Category: Other
- The Counci lhas agreed to remind all staff who communicate with Mrs B in the children’s services, SEN and complaints teams of her reasonable adjustments, make a note on all her relevant files of the adjustments and ensure they are met as far as possible when communicating with her by email and sending hard copy documents by post.
Case reference: 21 019 061
Category: Children's care services
Sub Category: Other
- 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.
Case reference: 21 010 516
Category: Environment and regulation
Sub Category: Other
- 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.
Case reference: 21 005 776
Category: Housing
Sub Category: Allocations
- 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.
Case reference: 21 002 324
Category: Children's care services
Sub Category: Other
- The Council agreed to remind relevant staff of the requirements of the Children Act and Children’s Statutory Complaints Procedures when considering if someone is a suitable representative.
Case reference: 20 010 600
Category: Benefits and tax
Sub Category: Council tax
- The Council has agreed to update its online Council Tax application form process to ensure that applications for unlisted properties, or properties not currently on the valuation list, are raised with the relevant department to ensure the Council registers these properties with the Valuation Office and sets up Council Tax accounts for these properties.
Case reference: 20 010 518
Category: Environment and regulation
Sub Category: Refuse and recycling
- review how it shares information internally, so its Environment Contract Centre staff are aware of potential waiting times or delays in supply of bins.
Case reference: 20 009 730
Category: Children's care services
Sub Category: Fostering
- Ensure staff from the Family Placement Team are reminded of the need to ensure all decision on Supported Lodgings Applications are communicated to applicants in writing.
Case reference: 20 008 984
Category: Benefits and tax
Sub Category: Council tax
- Use this decision to remind relevant staff to consider S13A relief where it is applicable
Case reference: 20 003 452
Category: Children's care services
Sub Category: Child protection
- The Council should review complaints about children’s services which have been dealt with through the Council’s corporate complaints process over the past 12 months to ensure these have been dealt with under the correct process.
- The Council should arrange for relevant staff to have training in handling complaints about children’s services.
Last updated: 4 April 2015