Service improvements

Milton Keynes Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 4 of 4 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 (21 002 400)

    Category: Housing Date: 01-Feb-2022

    Summary

    Mr X complained about a lack of support from the Council with his homelessness, causing him distress. The Council was at fault for not properly communicating with him about COVID-19 vaccination programme. It has already apologised for the distress caused, which is an appropriate remedy. It was also at fault for providing inconsistent information about the powers under which it offered interim accommodation but this did not cause Mr X an injustice. It was not at fault for offering interim accommodation outside its area.

    Service improvements

    The Council will remind relevant staff of the need to be clear about the basis for offering emergency accommodation both in its own records and in its communication with service users.

  • Milton Keynes Council (21 001 503)

    Category: Children's care services Date: 31-Jan-2022

    Summary

    Mrs X complains that the Council’s investigation into an incident where she did not take a young person to hospital was biased and unfair. The Council is at fault as it failed to make a clear distinction between a concern or allegation when investigating a matter involving Mrs X and in its communication with her. The Council also failed to clearly explain the process of the investigation, failed to ensure Mrs X had timely independent support and wrongly considered the concern or allegation to also be against Mr X. The Council also delayed in dealing with Mrs X’s complaint and in making an agreed payment to her. The faults by the Council caused distress to Mr and Mrs X which it will remedy by apologising and making a payment of £500 to them.

    Service improvements

    The Council will review its procedures for investigating concerns or allegations against people who work with children to ensure it makes a clear distinction between investigating allegation or discussing concerns and to ensure this is clearly communicated to the person under investigation or subject of the concerns. The procedures should also ensure the process to be followed is clearly communicated to the person under investigation or subject of concerns and they are promptly referred to independent support.

  • Milton Keynes Council (20 013 084)

    Category: Environment and regulation Date: 22-Nov-2021

    Summary

    Mr X complained that Council owned trees deposit large amounts of leaves in his garden and on his front drive. Mr X complained the Council failed to consider his disability when handling his complaint and reaching its decision. Mr X says the leaves become slippery and this makes it dangerous for him to leave his property because of his disability. The Ombudsman found fault with the Council for failing to consider reasonable adjustments for Mr X’s disability. The Council agreed to the Ombudsman’s recommendation to apologise to Mr X, review Mr X’s request for a reasonable adjustment under the Equality Act and develop a Council wide policy for considering reasonable adjustments.

    Service improvements

    Develop a (Council wide) policy on how to check with service users whether they need any reasonable adjustments, because of a disability, and to keep a record of how it agreed or disagreed with a request and communicated this to the service user.

  • Milton Keynes Council (20 012 572)

    Category: Adult care services Date: 25-Oct-2021

    Summary

    Mr X complained the Council failed to accurately charge Mrs Y for her home care and delayed in issuing refunds. The Care Provider, acting on behalf of the Council, was at fault for failing to tell it about a period when Mrs Y did not receive care. This caused Mrs Y unnecessary frustration. The Council also failed to invoice according to its schedule. This did not cause Mrs Y an injustice. The Council will apologise and remind its staff they must issue invoices in accordance with its schedule.

    Service improvements

    The Council will remind its staff they must issue invoices in accordance with its invoicing schedule.

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