Service improvements

Milton Keynes Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 Milton Keynes Council as a CSV file.

  • Milton Keynes Council (25 012 409)

    Category: Adult care services Date: 12-Apr-2026

    Summary

    We uphold Mr X’s complaint. The Council took too long to review Mrs X’s care and support and action his request for additional funding for Mrs X while he was unable to care for her temporarily. It also failed to consider a request for residential respite care and took too long to respond to the complaint. This caused avoidable distress and time and trouble for which the Council has apologised and offered an appropriate payment. The Council will re-offer the payment and provide evidence of the changes to services it says it has made.

    Service improvements

    The Council will change processes to ensure smooth communication between the access and social care teams to ensure priority cases are highlighted.The Council will hold a direct payment awareness session and workshop for all access team staff.The Council will share direct payment factsheets and a workflow of direct payment processes with relevant staff.

  • Milton Keynes Council (25 011 308)

    Category: Benefits and tax Date: 20-May-2026

    Summary

    Mr X complained about how the Council handled his application for Housing Benefit and Discretionary Housing Payment. We find no fault in how the Council considered capital, corrected payments, responded to his reasonable adjustment request, or handled his complaint. However, we do find fault in delays, failure to notify him when his claim was suspended, and poor communication which caused him distress, uncertainty, and time and trouble. The Council has agreed to apologise, make a payment to Mr X, complete an outstanding review of the October 2024 earnings, and take action to improve its services.

    Service improvements

    The Council has agreed to implement the necessary system changes to ensure notification letters are automatically issued when Housing Benefit claims are suspended.

  • Milton Keynes Council (25 011 093)

    Category: Children's care services Date: 25-Jun-2026

    Summary

    Mr X complained about the way the Council handled a Section 47 investigation following allegations made against him. He says the Council did not inform him an investigation was taking place, and it did not ask him for his views on the allegations. We found the Council at fault for failing to inform Mr X of the investigation and for poor record keeping. This caused him distress and uncertainty. The Council has agreed to apologise, pay a symbolic remedy, and take action to prevent this happening in future.

    Service improvements

    The Council will remind relevant staff that parents must be informed of a s47 safeguarding investigation unless doing so would put a child at risk of harm. Where a decision is made not to inform a parent, the reason must be recorded.The Council will review how it records key actions in s47 child safeguarding cases. This should include whether it has notified relevant parties.

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