Service improvements

Sandwell Metropolitan Borough Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 8 of 8 cases with service improvements

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

  • Sandwell Metropolitan Borough Council (21 012 757)

    Category: Planning Date: 19-Jan-2022

    Summary

    Ms X complains the Council failed to consider the impact of her neighbour’s extension on her home when it granted planning permission. The Council failed to keep a record of the reasons for its decision and publish this on its website. The Council has agreed to pay Ms X £100 and apologise for the unnecessary time and trouble caused. The Council should also take action to improve its services. We will not investigate this complaint as the Council has agreed to provide a remedy and there is nothing further we can achieve.

    Service improvements

    The Council should review its current procedures to ensure it publishes documents in line with the The Openness of Local Government Bodies Regulations 2014.The Council should review practices by services services whose work is caught by Openness of Local Government Bodies Regulations 2014 and ensure they are operating lawfully.

  • Sandwell Metropolitan Borough Council (21 009 484)

    Category: Benefits and tax Date: 21-Feb-2022

    Summary

    Miss X complained the Council failed to properly consider her application for Discretionary Housing Payment, causing her to fall into rent arrears. We found the Council did not properly consider a recent change in Miss X’s circumstances when assessing her application and in its later review. The Council agreed to apologise, reconsider Miss X’s application, and if it changes its decision, pay Miss X a financial remedy for avoidable uncertainty. The Council also agreed to issue reminders to its staff and review its application form.

    Service improvements

    The Council was at fault in how it considered an application for Discretionary Housing Payment. It has agreed to remind staff considering these applications that: i.Universal Credit is calculated and paid in arrears so Universal Credit award statements can include income received some time before; ii.they should properly consider information provided by applicants, or discrepancies in applications; and iii.they should consider asking for alternative evidence to resolve any such discrepancies.The Council was at fault in how it considered an application for Discretionary Housing Payment. It has agreed to review its application form and decide if amendments are necessary to properly capture recent changes of circumstance which might affect the evidence required from applicants.

  • Sandwell Metropolitan Borough Council (21 001 960)

    Category: Housing Date: 06-Jan-2022

    Summary

    Miss B complained about the action taken by the Council in respect of her housing application to move to alternative accommodation due to serious disrepair in her current property. We found the Council was at fault for not clarifying and communicating to housing staff, its decision that Miss B should move to permanent rather than temporary accommodation. The Council has agreed to pay Miss B £250 and ensure it makes clear records of key decisions in future.

    Service improvements

    The Council has agreed to ensure that when key decisions are made to take action outside of Council policy, a clear record is made of the decision and the reasons for it, so all staff are aware of it.

  • Sandwell Metropolitan Borough Council (20 008 827)

    Category: Children's care services Date: 09-Jul-2021

    Summary

    Mr and Mrs B complained the Council carried out a flawed child protection investigation. We find the Council was at fault when it did not adequately represent Mr and Mrs B’s views when it completed its assessment. It also failed to provide them with a copy of the assessment in sufficient time. The Council has agreed to my recommendations to address the injustice caused by fault.

    Service improvements

    • Provide me with evidence to show the lessons it has learnt about completing accurate and evidence-based assessments. • Sent written reminders to its social workers to ensure they send relevant reports to all participants well in advance of any meetings.

  • Sandwell Metropolitan Borough Council (20 008 605)

    Category: Adult care services Date: 10-Aug-2021

    Summary

    There was fault by the Council as it charged Mr Y for care at a day centre when he did not attend. Amending the invoice for the charges remedies the financial injustice for Mr Y and the Council should also consider if others have been affected by the same error. There was no other fault by the Council in charging for the placement.

    Service improvements

    The Council should review service users in similar situations to ensure that others have not been disadvantaged by the same error in charging for the school holidays. If errors are discovered, these should be corrected and the service users informed.

  • Sandwell Metropolitan Borough Council (20 007 783)

    Category: Benefits and tax Date: 26-Jul-2021

    Summary

    Ms Y complained the Council failed to set up her sister’s Council Tax account for the correct time periods and failed to apply the relevant exemptions. Ms Y also complained the Council passed the Council Tax arrears to a debt collection agency despite the charges being incorrect. Ms Y says the Council’s actions caused a worsening of her sister’s mental health and stress for both of them. The Ombudsman found fault with the Council. The Council agreed with the Ombudsman’s recommendation to apologise to Ms Y and her sister and to pay Ms Y £300 for the frustration, inconvenience and distress caused. The Council also agreed to provide a guidance document and training to staff.

    Service improvements

    Provide a guidance document and training to staff about “reasonable steps” they should take to ascertain whether anydiscounts or exemptions should apply to a taxpayer's Council Tax accounts

  • Sandwell Metropolitan Borough Council (20 005 276)

    Category: Adult care services Date: 15-Sep-2021

    Summary

    Mr C complained the Council forged his signature to force him out of his home, arranged care placements which provided him with poor quality care, charged him for services he either did not receive or which were badly delivered and overcharged him for his care. The Council delayed resolving an issue with Mr C’s belongings and failed to ensure the care providers kept proper records. One of the homes also lost some of Mr C’s belongings. There is no fault in the remainder of the complaint. An apology, liaison with both care providers to ensure case recordings are improved and a payment to Mr C and his representative are satisfactory remedy.

    Service improvements

    The Council will discuss with both homes the findings from this investigation in relation to case recordings and ensure that ongoing monitoring visits for both homes covers the quality of case recordings.

  • Sandwell Metropolitan Borough Council (20 001 009)

    Category: Benefits and tax Date: 22-Sep-2021

    Summary

    Mr X complains the Council wrongly refused him a business grant and delayed issuing its decision. We find fault in the Council’s decision making process. We recommend it provides Mr X an apology and payment for uncertainty. Further that it remakes its decision and takes action to prevent recurrence.

    Service improvements

    The Council will provide training/guidance to relevant staff to ensure they provide clear evidence based decisions in line with the Ombudsman’s guidance on good administrative practice.

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