Rochdale Metropolitan Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
38% Complaints upheld by Rochdale Metropolitan Borough Council
38% of complaints we investigated were upheld.
This compares to an average of 77% in similar authorities.
3 upheld decisions
View upheld decisionsAdjusted for Rochdale Metropolitan Borough Council's population, this is
1.3 upheld decisions per 100,000 residents.The average for authorities of this type is
4.8 upheld decisions per 100,000 residents.Statistics are based on a total of 8 detailed investigations for the period between 1 April 2022 to 31 March 2023
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Rochdale Metropolitan Borough Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 4 compliance outcomes for the period between 1 April 2022 to 31 March 2023
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Rochdale Metropolitan Borough Council
In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 10% in similar authorities.
0 satisfactory remedy decisions
Statistics are based on a total of 3 detailed investigations for the period between 1 April 2022 to 31 March 2023
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against Rochdale Metropolitan Borough Council
Rochdale council’s legal challenge rejected and it must now consider Ombudsman's recommendations
Councillors in Rochdale have been told to give proper consideration to a critical report about the way their council pays Special Guardians, after the council unsuccessfully challenged the Local Government and Social Care Ombudsman’s decision and powers in the High Court.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 22 007 579
Category: Adult care services
Sub Category: Residential care
- The Council has agreed to provide safeguarding refresher training to relevant adult social care staff.
Case reference: 22 001 690
Category: Housing
Sub Category: Private housing
- The Council has agreed to share this decision statement with relevant staff in the Private Sector Housing Team to reinforce the learning exercise the Council has already completed.
Case reference: 21 018 593
Category: Education
Sub Category: School transport
- 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.
Case reference: 20 014 177
Category: Adult care services
Sub Category: Residential care
- The Council has agreed to continue its work with the Care Provider to ensure new policies and procedures are implemented to protect residents' personal belongings and valuables effectively, and that people are alerted to these on admission.
Case reference: 20 014 052
Category: Adult care services
Sub Category: Residential care
- The Council will explain what action it has taken with the Care Home (under new ownership and management) to ensure it provides care in line with CQC fundamental standards, addressing the learning identified by this complaint about: arranging for prompt re-assessment of needs by the Council, where a resident’s needs have changed significantly and the Home considers it is no longer able to safely meet their needs arranging for assessment of a resident’s potential eligibility for NHS Funded Nursing Care or Continuing Healthcare through completion of an NHS Continuing Healthcare Checklist, where the resident’s needs indicate they may have health needs needing nursing care putting temporary care interventions in place at the Home whilst awaiting a re-assessment of a resident’s needs, such as obtaining specialist input from district nurses / tissue viability nurses / continence specialists / GP's, to ensure that as far as possible the resident’s needs continue to be met at the Home
- The Council will explain what steps it has taken to ensure requests for re-assessments of a care home resident's needs do not ‘fall between the cracks’ and get overlooked.
- The Council will produce and share a SMART action plan setting out the action it has taken, itself and with the Care Home, to prevent a recurrence of the failings in this case. The failings relate to not properly managing a Care Home resident's leg condition and continence needs, and delaying too long in arranging to re-assess the resident's care needs.
Case reference: 20 010 883
Category: Adult care services
Sub Category: Other
- The Council has agreed to invite Mrs X and the other attendees of the Moving On service to take part in the current strategic review consultation. This should include face to face options if possible.
- The Council has agreed to ensure that outcomes to consultations properly reflect the information collected.
- The Council has agreed to ensure it always considers individual communication needs when consulting and provides information in an accessible way to all relevant people where possible.
- The Council has agreed to ensure that analysis of information is accurate and properly considered before acting on findings.
Case reference: 20 009 633
Category: Adult care services
Sub Category: Domiciliary care
- The Council has agreed to increase audit processes and random sample the electronic information supplied by care providers on the care delivered to ensure charges are accurate.
- The Council has agreed to refund anyone who has been overcharged by Comfort Call Tameside at Mr Y’s extra care housing.
Case reference: 20 009 537
Category: Adult care services
Sub Category: Charging
- The Council has agreed to take the following actionsl: Consider a review of its charging policy, particularly in relation to the charges for short term residential care and whether a financial assessment should be offered.
- Remind staff of the regulations and statutory guidance relating to DRE and the assessment of income.
Case reference: 20 008 484
Category: Adult care services
Sub Category: Residential care
- The Council has agreed to make relevant Adult Social Care staff aware of the need to invite family representatives to Continuing Health Care checklist assessments where appropriate.
Case reference: 20 005 610
Category: Children's care services
Sub Category: Friends and family carers
- The Council will review all child arrangement orders made since May 2017
- The Council will reviews its decisions not to proceed with complaint escalation requests since May 2017
Last updated: 4 April 2015