Service improvements

Milton Keynes Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 6 of 6 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 (23 013 702)

    Category: Adult care services Date: 19-Dec-2023

    Summary

    There was fault by the Council. It failed to properly assess Mr X’s housing needs and failed to make sure that the accommodation it moved him to was suitable. It took too long to assess his care needs and did not progress with any support planning to meet these. The Council failed to respond to his complaint and closed this when it should not have done. The Council’s failings had a serious impact on Mr X’s mental health, and his ability to continue with medical treatment. The Council has agreed to take action to remedy the injustice.

    Service improvements

    Review the current policy for allocation and monitoring of social care assessment. If service improvements are needed, form a clear action plan. The Council should share the outcome of the review and any action plan with the Ombudsman.Share this decision with relevant staff

  • Milton Keynes Council (23 006 683)

    Category: Education Date: 05-Feb-2024

    Summary

    Mr X complained the Council failed to provide Speech and Language Therapy (SALT) provision to his son, C, when he began attending college. I find the Council at fault. It failed to provide the SALT as detailed in the Education Health and Care plan. Further, it failed to take reasonable steps to source provision when its own SALT provider had no availability. The Council will make payment to recognise the loss of provision and take action to prevent reoccurrence.

    Service improvements

    The Council will review the commissioning arrangements around the provision of SALT once an EHC plan is finalised to ensure this is provided promptly when internal providers are not available.

  • Milton Keynes Council (23 006 330)

    Category: Children's care services Date: 03-Jan-2024

    Summary

    We found fault with the way the Council carried out the statutory children’s complaint procedure for the complainant (Ms X). This fault caused Ms X injustice. The Council has already apologised and agreed to complete stage three of the procedure and to make a symbolic payment to recognise Ms X’s distress. The Council also agreed to review its statutory children’s complaint procedure and provide training to its staff.

    Service improvements

    The Council will review its handling of statutory children's complaints to ensure it complies with the timescales for each stage of the procedure.The Council will provide its staff dealing with the Children's Services complaints with the training on the statutory children's complaint procedure and in particular who is eligible to bring complaint under this procedure.

  • Milton Keynes Council (23 003 251)

    Category: Adult care services Date: 02-Nov-2023

    Summary

    Mrs X complained about the Council’s handling of her father, Mr Y’s, care. Mrs X said the communication from the Council has been poor, there have been lots of errors and the Council did not explain the funding of Mr Y’s care. Mrs X said this has impacted her and Mr Y’s health and impacted his finances. There was fault in the way the Council did not provide timely information about financial assessments to Mrs X, did not complete financial assessments within the specified timeframes and communication with Mrs X was poor. Mrs X was distressed and frustrated by the Council’s actions. Mr Y’s support plan was not reviewed in an appropriate time. The Council should apologise, make a financial payment and remind staff of the need to clearly explain financial assessments to appropriate people.

    Service improvements

    Remind relevant staff of the need to clearly explain financial assessments to appropriate people.•Remind relevant staff of the need to complete timely care and support reviews.

  • Milton Keynes Council (23 001 817)

    Category: Housing Date: 19-Dec-2023

    Summary

    There was fault by the Council. It failed to properly assess Mr X’s housing needs and failed to make sure that the accommodation it moved him to was suitable. It took too long to assess his care needs and did not progress with any support planning to meet these. The Council failed to respond to his complaint and closed this when it should not have done. The Council’s failings had a serious impact on Mr X’s mental health, and his ability to continue with medical treatment. The Council has agreed to take action to remedy the injustice.

    Service improvements

    Share this decision with relevant staff.Reviewthe current policy for allocation and monitoring of social care assessment. If serviceimprovements are needed, form a clear action plan. The Council should share theoutcome of the review and any action plan with the Ombudsman.

  • Milton Keynes Council (22 008 881)

    Category: Housing Date: 08-Oct-2023

    Summary

    The complainant (Mrs X) said the Council failed to consider the review request for her housing register application. She also complained about the way the Council handled her complaint. We found fault with the way the Council dealt with Mrs X’s complaint. This fault caused her injustice. We also found fault in the way the Council carried out a review of Mrs X’s housing register application but this fault did not cause her injustice. The Council agreed to apologise to Mrs X, make a payment to recognise her distress and time and trouble spent on complaining and carry out some service improvements.

    Service improvements

    The Council will ensure review requests for Housing Register applications are considered by an officer senior to the original decision maker or by a panel not including the original decision maker.The Council will provide training to the staff dealing with Housing Register applications and review requests on the distinction between matters considered as part of reviews and matters which should be taken through the Council's corporate complaints process.The Council will prepare a plan of action for dealing with the overdue corporate complaints.

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