Service improvements

St Helens 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 - 1 of 1 cases with service improvements

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

  • St Helens Metropolitan Borough Council (20 005 971)

    Category: Other Categories Date: 30-Sep-2021

    Summary

    Mr S complains about the way the Council administered the tendering process for a contract his company bid for. He complains about the notification of the interview date, the way the Council’s panel handled the interview and presentation, and the Council’s responses to his request for feedback and a complaint. We uphold the complaint, because of some inadequate record keeping, which does not meet the expectations of either procurement policy or the Ombudsman’s principles of good administrative practice. The Council has agreed to our recommendations.

    Service improvements

    The Council will provide an update on its progress on the work it advised it was undertaking on: a) the feedback procedure and; b) its Contract Procedure Rules processes and practices. And advise how it will include learning from this complaint in its reviews. The Council should consider some changes around: a) better records of decisions, including moderation and checking conflict of interests; b) more comprehensive feedback.

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