Service improvements

Tameside Metropolitan Borough Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 5 of 5 cases with service improvements

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

  • Tameside Metropolitan Borough Council (23 003 561)

    Category: Education Date: 24-Sep-2023

    Summary

    Mrs X complained about the outcome of her school placement application for her child, Y. The Council was at fault for not telling Mrs X the application did not meet the criteria of the exceptional circumstances panel. However, this did not cause Mrs X an injustice because the appeal panel properly considered all the evidence before it refused the appeal. The Council agreed to review its process to ensure there is no recurrence of the fault in the future.

    Service improvements

    The Council agreed to update its processes to ensure it informs applicants who request consideration of exceptional social or medical circumstances about the outcome of its decision. If the Council rejects the application before the exceptional circumstances panel is held, or the application is refused for other reasons, it will tell the applicant why.

  • Tameside Metropolitan Borough Council (22 017 428)

    Category: Adult care services Date: 05-Dec-2023

    Summary

    Mr C complains about the Council’s failure to provide him with housing and care. Mr C says the Council has not properly considered his debt for care charges and did not deal with his complaint properly. The Council is at fault for providing wrong information in its complaint response and in fettering its discretion in its assessment of charge. The Council is not at fault for failing to provide housing or care. The Council has agreed to apologise to Mr C, reconsider his assessment of charge, and review its charging policy.

    Service improvements

    The Council should review its charging policy for non-residential care services, so it allows discretion for considering loan payments.

  • Tameside Metropolitan Borough Council (22 015 555)

    Category: Planning Date: 20-Aug-2023

    Summary

    Mrs X complained the Council delayed taking action in respect of unauthorised development at a neighbouring property and failed to effectively communicate with her about the situation causing stress. There was avoidable delay determining a retrospective planning application meaning Mrs X and her family had to live with an intrusive loss of privacy. There is also fault in how the Council handled this complaint and corresponded with Mrs X. A suitable remedy is agreed.

    Service improvements

    Carry out a review of procedures especially in respect of the complaints process and the Chief Executive's input to ensure timescales are adhered to.

  • Tameside Metropolitan Borough Council (22 008 709)

    Category: Education Date: 10-Apr-2023

    Summary

    Miss X complained her son, Y, did not receive the transition specified in his Education, Health and Care Plan (EHCP) when he moved to college. Miss X also complained Y is not receiving the one-to-one support specified in his plan. She complained the Council denied receiving a personal budget request for speech and language therapy (SALT). Miss X says this has meant Y is not receiving the support he needs. Miss X also says she was not able to appeal against the EHCP as the Council delayed the annual review. The Council was at fault. The Council did not provide support specified in Y’s EHCP and did not review the EHCP in time in line with legislation. Miss X’s appeal rights were frustrated as a result. The Council should apologise to Miss X and Y, ensure Y is receiving the support set out in his EHCP and pay a financial remedy to acknowledge the impact of its fault.

    Service improvements

    •Remind staff of the Council’s responsibilities to ensure the provision set out in the EHCP is secured and provided.•Provide guidance to its staff to ensure EHCP annual reviews are completed within the appropriate timescales when a young person is about to enter a key stage transition.

  • Tameside Metropolitan Borough Council (22 000 328)

    Category: Adult care services Date: 20-Apr-2023

    Summary

    Mr C said the Council failed to provide the care he needed and communicated with him poorly. On the evidence seen, the Council was at fault for a failure to provide an occupational therapist’s appointment for a year. It was at fault for not wearing transparent masks when visiting Mr C. These faults caused Mr C injustice in the form of distress and poor care. We have recommended the Council apologise to Mr C, make a financial payment and service improvements. However, the Council is not at fault for its financial assessment of Mr C’s ability to pay for his care.

    Service improvements

    The Council will explain the steps it has taken or intends to take to address the shortage of qualified Occupational Therapists and the impact this will have on waiting times for assessments.

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