Service improvements

Rochdale Metropolitan Borough Council

Showing service improvements between 1 April 2021 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 Rochdale Metropolitan Borough Council as a CSV file.

  • Rochdale Metropolitan Borough Council (24 015 718)

    Category: Education Date: 12-Jun-2025

    Summary

    Mr X complained the Council failed to suitably consider his application and appeal for home to school transport for his child. We did not find fault with the Council’s decision to refuse home to school transport for Mr X’s child. We did find fault with the Council failing to follow its process. The Council agreed to apologise to Mr X for failing to follow its process. The Council also agreed to provide training to staff about following its process and including relevant information about how to appeal decisions.

    Service improvements

    Provide training to staff about the importance of following its home to school transport appeal process and about including suitable information to people about how a person can appeal decisions.

  • 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 (21 018 593)

    Category: Education Date: 25-Nov-2022

    Summary

    Mr X complained the Council failed to properly consider his application and appeal for assistance with home to school transport. We find the Council was at fault for failing to adhere to the statutory guidance when considering Mr X’s appeal. However, this did not cause Mr X a significant injustice. The Council has agreed to my recommendation.

    Service improvements

    The Council should complete its review of its home to school transport policy and write to the Ombudsman explaining how it now complies with the statutory guidance.

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