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 - 3 of 3 cases with service improvements

Export results (CSV)

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

  • 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 (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 (20 001 009)

    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.

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