Service improvements

Swindon Borough Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 2 of 2 cases with service improvements

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

  • Swindon Borough Council (24 003 899)

    Category: Transport and highways Date: 13-Jan-2025

    Summary

    Ms W complained the Council failed to accept responsibility for flooding and has not taken corrective action to fix defective road drainage. We have found the Council at fault for failing to complete repair work to damaged drainage. To remedy the injustice caused the Council has agreed to apologise to Ms W and repair the defective road drainage.

    Service improvements

    The Council will remind its highway maintenance and customer service teams about following its complaint policy, including to ensure a response is provided at Stage 1 and that a Stage 2 response is provided by a Service Manager which appropriately addresses all points and the outcome of complaints.

  • Swindon Borough Council (23 019 908)

    Category: Adult care services Date: 14-Nov-2024

    Summary

    Mr X complained about how the Council handled Mrs Y’s care and the family’s requests for a residential placement. He also complained about the Council’s safeguarding actions after Mrs Y suffered injuries following a medical emergency. Mr X said this distressed Mrs Y and her family. There was fault in the way the Council did not complete appropriate assessments, delayed completing the safeguarding investigation and did not follow its complaint process. Mr X and Mrs Y were caused uncertainty and distressed by the fault identified. The Council should apologise, make a financial payment and provide guidance to its staff.

    Service improvements

    •Remind relevant staff of the importance of effective complaint handling.•Remind relevant staff of the Council duties under the Care Act 2014 relating to assessments and safeguarding concerns.•Remind relevant staff of the Council duties under the Mental Capacity Act 2005.

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