Service improvements

Rochdale Metropolitan Borough Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 5 of 5 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for Rochdale Metropolitan Borough Council as a CSV file.

  • Rochdale Metropolitan Borough Council (24 002 363)

    Category: Adult care services Date: 20-Feb-2025

    Summary

    Mr C complains about delays in adaptations for his father, Mr D. The Council is at fault for failing to properly approve a grant application and in its communication with Mr C. This has resulted in delays in Mr D’s adaptations, and caused Mr C frustration, time and trouble. To remedy the complaint the Council has agreed to make an apology, symbolic financial payment and service improvements.

    Service improvements

    The Council will provide an update on the lessons learnt actions it has agreed to take.

  • Rochdale Metropolitan Borough Council (23 019 082)

    Category: Environment and regulation Date: 31-Jul-2024

    Summary

    Mr X says the Council has failed to deal with his complaints of noise from a nearby club. He says this caused him and his family distress. We have found fault in the actions of the Council for failing to issue a decision on the noise complaint and the Council has agreed to apologise to Mr X.

    Service improvements

    Remind staff in writing to confirm to complainants the outcome of investigations into whether a statutory nuisance has occurred.

  • Rochdale Metropolitan Borough Council (23 011 518)

    Category: Adult care services Date: 02-Jun-2024

    Summary

    Ms Y complained on behalf of Mrs X about the time taken by the Council to complete adaptations to Mrs X’s home. We have found the Council at fault for delaying completing adaptations to Mrs X’s property. As a result, Mrs X has lived in her home without adaptations she needed. To remedy the injustice caused the Council agreed to apologise, make a financial payment to Mrs X and Ms Y and look at how it could improve its procedures around communication.

    Service improvements

    Provide the Ombudsman with confirmation as to what changes it has made to its communication process for Disabled Facilities Grants, following the review it carried out after this complaint.

  • Rochdale Metropolitan Borough Council (23 009 491)

    Category: Education Date: 30-Sep-2024

    Summary

    There was fault by the Council. It failed to amend Y’s Education, Health and Care Plan following an annual review in December 2021 and failed to complete annual reviews in 2022 or 2023. It also failed to secure the special educational provision in Y’s Plan and delayed responding to Ms X’s complaint. This caused a loss of special educational provision, a loss of appeal rights, avoidable frustration, distress and time and trouble complaining. The Council will issue an apology, make payments for missed educational provision, complete a further annual review and devise a new policy and training for officers.

    Service improvements

    The Council should create a policy on managing the cases of children with Education Health and Care Plans who receive Education Other Than At School or are Electively Home Educated and provide training to officers in the inclusion and special educational needs teams on it.

  • Rochdale Metropolitan Borough Council (23 004 393)

    Category: Housing Date: 29-May-2024

    Summary

    Mr X complained about the way the Council dealt with disrepair at his private rented accommodation and his priority banding on its housing register. We have found fault by the Council in its delay in dealing with the disrepair issues and failing to properly consider his requests for a change in his priority banding. These faults caused injustice. The Council has agreed to remedy this injustice by apologising to Mr X, making payments to reflect the upset and worry, and impact of living in unsuitable accommodation for longer than they should have done, together with service improvements.

    Service improvements

    The Council has agreed to review its procedures for:• responding to, and recording decisions on, requests for a change inpriority banding; and• notifying applicants of the outcome of their requests and their right to ask for a review.The Council has agreed to review its procedures for:• assessing criteria for Band B in cases of unsuitable conditions inprivately rented properties; and• information sharing between its housing standards and housing standards teams in these cases.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings