Service improvements

Milton Keynes 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 - 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 (22 010 046)

    Category: Transport and highways Date: 30-Mar-2023

    Summary

    Mr T complains the Council delayed repairing several defective streetlights he reported and did not provide any updates. The Ombudsman upholds the complaint, due to the Council’s poor communications. The Council has agreed to our recommendations.

    Service improvements

    The Council will update the Ombudsman on how each of its improvements that it has advised it is implementing are functioning.

  • Milton Keynes Council (22 008 122)

    Category: Planning Date: 13-Dec-2022

    Summary

    Ms X complained about the Council’s delayed response to her reports of a breach of planning control at a neighbouring property and poor communication. The Council was at fault for delay in investigating all aspects of the reported breach and poor communication on planning breach closures. The Council will apologise for the delay, pay Ms X £100 for the avoidable time and trouble caused and give additional guidance to officers.

    Service improvements

    The Council will give guidance to all relevant officers about the need to ensure enforcement closure letters provide enough information for complainants to understand which case has been closed (if more than one) and the reasons why the Council has decided enforcement action is not appropriate.

  • Milton Keynes Council (22 007 443)

    Category: Other Categories Date: 14-Mar-2023

    Summary

    Mrs X complains the Council failed to honour agreements with Charity A, and mismanaged a bid for funding to provide services. This caused Charity A financial loss. The Ombudsman finds fault with the Council for poor record keeping and failing to have procedures and service agreements in place, which caused Charity A financial loss. The Council has agreed to repay Charity A and carry out service improvements.

    Service improvements

    The Council has agreed to develop a clear policy and procedure for supporting third parties with bid applications. This should include the development of service level agreements for both sides.

  • Milton Keynes Council (21 004 690)

    Category: Children's care services Date: 18-Jul-2022

    Summary

    Mr B, the manager of a fostering agency, complained about the Council’s decision to refuse his request for an uplifted fee for an enhanced foster care placement. We found the Council was at fault in failing to use the correct contract framework and consider all the evidence when reaching a decision on the request. It also delayed in responding to Mr B’s request in writing and in responding to his complaint. In recognition of the injustice caused, the Council has agreed to apologise and make a payment to the agency.

    Service improvements

    The Council also agrees that, within three months, it will provide evidence to the Ombudsman that it has reviewed its procedures for deciding requests for fee uplifts to ensure the process istransparent. It will issue guidance on the process setting out timescales and the need for a response to the request to be provided in writing as recommended by the commissioning manager at stage 2.

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