Sandwell Metropolitan Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
78% Complaints upheld by Sandwell Metropolitan Borough Council
78% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
14 upheld decisions
View upheld decisionsAdjusted for Sandwell Metropolitan Borough Council's population, this is
4.1 upheld decisions per 100,000 residents.The average for authorities of this type is
4.4 upheld decisions per 100,000 residents.Statistics are based on a total of 18 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Sandwell 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 12 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
7% Complaints with satisfactory remedy provided by Sandwell Metropolitan Borough Council
In 7% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 14% in similar authorities.
1 satisfactory remedy decision
Statistics are based on a total of 14 upheld decisions for the period between 1 April 2023 to 31 March 2024
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.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Sandwell Metropolitan Borough Council
Council agrees to review its school transport policy following Ombudsman investigation
Sandwell council has agreed to review its school transport policy after the Local Government and Social Care Ombudsman found flaws in the way it considered a family’s application for travel support.
Nursing home fails to provide dignified care to Sandwell woman - Ombudsman
A Sandwell woman suffered significant hair, diet and skin problems because the nursing home her local council placed her in failed to meet her cultural needs.
Council makes serious unsubstantiated allegations about asylum seeker during Ombudsman investigation
Sandwell council refused to let a vulnerable mother have her representative present at an important meeting – and made serious and unsubstantiated allegations about both of them during an investigation by the Local Government and Social Care Ombudsman.
All options should be considered when protecting potentially vulnerable children, says Ombudsman
The Local Government Ombudsman (LGO) is reminding councils to fully consider their options when taking steps to safeguard potentially vulnerable children.
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: 24 008 435
Category: Environment and regulation
Sub Category: Refuse and recycling
- the Council has agreed to put in place, or strengthen, systems to ensure collection crews are aware of properties with assisted collections on their rounds, and what this involves in each case.
- the Council has agreed to put in place, or strengthen, systems to liaise with organisations that are planning large-scale roadworks to develop contingency plans to mitigate the impact of their work on waste collections, particularly assisted waste collections.
Case reference: 24 007 933
Category: Other Categories
Sub Category: Land
- The Council has agreed to send a memo to all complaint handling staff reminding them stage one complaint responses should include details on how to escalate a complaint to the second stage of its complaints process.
Case reference: 24 006 677
Category: Housing
Sub Category: Allocations
- Review the way it considers overcrowding and bedroom need, and ensures relevant staff are aware of and take account of the statutory overcrowding standards.
- Ensure relevant staff signpost complainants to the correct ombudsman.
Case reference: 23 016 019
Category: Housing
Sub Category: Homelessness
- The Council has agreed to remind relevant staff of the low threshold to trigger the Council’s duty to make inquiries into possible homelessness and that where this threshold is met, the Council must issue a decision with a statutory right of review.
- The Council has agreed to remind relevant staff that inquiries into homelessness should include givingthe applicant the opportunity to provide relevant details and context.
- The Council has agreed to remind relevant staff that victims of domestic abuse may not disclose abuse directly or voluntarily and that officers should exhibit appropriate professional curiosity to explore the reasons for apparent reluctance or refusal to provide information.
Case reference: 23 015 327
Category: Education
Sub Category: Special educational needs
- Produce an action plan to demonstrate how the council will meet statutory timescales for annual reviews.
- Provide staff training to ensure they understand the legal framework and obligations in relation to the faults found.
Case reference: 23 009 390
Category: Education
Sub Category: Special educational needs
- The Council will remind all relevant staff, including managers, of the Council’s duty to provide an education to children who are out of school (section 19 duty).
- The Council will remind all relevant staff, including managers, of the Council’s duty to provide the provision set out in Education, Health and Care plans to children who are out of school (section 42 duty).
- The Council will remind all relevant staff, including managers, of the Council’s duty to review Education, Health and Care plans within 12 months even if a child is out of school.
- The Council will remind all relevant staff, including managers, of the Council’s duty to decide whether or not to reassess an Education, Health and Care plan when asked to by a child’s parent, young person, or their educational placement. The Council must tell the child’s parent or young person whether it will complete an Education, Health and Care needs reassessment within 15 calendar days of receiving the request. If the decision is not to reassess, the Council must provide information about the right to appeal that decision to the tribunal.
- The Council will remind all staff in the special educational needs/Education, Health and Care plan team, including managers, of the Council’s complaints procedure and its expectations of complaint responses.
Case reference: 23 005 486
Category: Education
Sub Category: Alternative provision
- The Council will remind relevant staff where a child is not attending school they need to consider the Council's duty to consider if it needs to provide alternative provision or enforce attendance.
- The Council will remind relevant staff of the importance of keeping complete and accurate contact notes.
Case reference: 23 007 334
Category: Adult care services
Sub Category: Residential care
- The Council will issue written reminders to the care provider to ensure they are aware of Regulation 9, 10, 14 and 17 of the CQC guidance on how to meet the fundamental standards.
Case reference: 23 005 660
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will create an action plan identifying the actions it has already taken, and intends to take to reduce its significant backlog of care act assessments and reassessments. The action plan will identify the actions, the timescale for each, and the measure of success. The Council will review the action plan within three months of creating it.
Case reference: 22 016 928
Category: Adult care services
Sub Category: Assessment and care plan
- Remind staff of the Council’s duty to provide accurate and timely information to help people understand care home charges so they can make informed financial decisions.
- Remind staff of the Council’s duty to undertake Care Act and financial assessments in a timely manner.
Last updated: 4 April 2015