Service improvements

Wigan Metropolitan 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 - 5 of 5 cases with service improvements

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

  • Wigan Metropolitan Borough Council (24 004 315)

    Category: Education Date: 12-Feb-2025

    Summary

    Mrs X complained the Council delayed amending her son, Y’s, Education, Health and Care (EHC) Plan following an annual review by over a year. The Council was at fault. It delayed issuing Y’s amended EHC Plan which meant he lost out on some of the specialist educational provision in his Plan between September 2023 and July 2024. This also caused Mrs X distress and uncertainty. The Council agreed to make payments to Mrs X to recognise the injustice caused and provide us with updates on the service improvements it has already carried out in response to this complaint.

    Service improvements

    The Council has agreed to provide the Ombudsman with an update on its progress to issue amended Education, Health and Care Plans which are outside statutory timescales following annual reviews. If at the time of the update it has failed to issue all outstanding Education, Health and Care Plans it should produce an action plan to show how it intends to do so.The Council has agreed to provide the Ombudsman with evidence it has completed training to its SEND officers and schools around its amended Annual Review Policy.

  • Wigan Metropolitan Borough Council (23 016 383)

    Category: Children's care services Date: 05-Aug-2024

    Summary

    Miss E and Ms F complained how the Council communicated with them as professionals supporting looked after children. They also complained the Council maliciously reported their nursery to Ofsted. We find the Council was at fault as it failed to communicate with Miss E and Ms F properly. It also failed to be open and transparent with them about a referral to Ofsted. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they are aware of the need to be open and transparent with professionals when they make a referral to a regulatory body (such as Ofsted). Staff should also clearly record on the system when they have made the referral and why they have made it.

  • Wigan Metropolitan Borough Council (23 015 979)

    Category: Planning Date: 08-Aug-2024

    Summary

    Mr X complained about a partially built residential development on land next to his home, which has been left by a developer for several years. He said the Council failed to take adequate enforcement action and failed to properly consider its available powers. We found procedural and case handling faults when the Council took formal enforcement action. However, this did not cause Mr X significant injustice. The Council did secure an improvement in the condition of the land, and there was no fault in the Council’s decision to withdraw court proceedings and stop formal action.

    Service improvements

    The Council agreed to feed back to us about a new procedural note it will put in place for enforcement cases going forward, ensuring officers follow the correct steps and collate relevant evidence.

  • Wigan Metropolitan Borough Council (23 013 793)

    Category: Adult care services Date: 19-Aug-2024

    Summary

    We uphold Mrs Y’s complaint about her grandmother’s care. We found fault with Mrs X’s continence care and some aspects of her end of life care. We also found fault with the Care Home’s record keeping and the Council’s communication. As a result, Mrs X did not always receive the care she needed. Mrs Y and her mother were also caused frustration and uncertainty. We recommend the Council and the Care Home apologise to Mrs Y and her mother and make improvements to processes.

    Service improvements

    The Council should explain what action it will take to ensure the Care Home has appropriate guidance in place for care staff to provide continence care in line with a person’s care plan

  • Wigan Metropolitan Borough Council (23 005 007)

    Category: Adult care services Date: 30-Jun-2024

    Summary

    Miss X complained about the Council’s actions when she wanted to apply for a Disabled Facilities Grant for her parents, Mr and Mrs Y. She also complained that the Council took too long to make payments when it had agreed to fund construction works. We found fault because the Council gave Miss X incorrect advice and closed Mrs Y’s case when it should not have done. To remedy the injustice caused, the Council has agreed to apologise to Miss X and Mrs Y, make payments to them and review some of its policies and procedures.

    Service improvements

    The Council will consider reviewing its policies and procedures relating to any housing assistance or disabled facilities grant policies and processes in line with the government’s disabled facilities grant delivery guidance. This will help to ensure that clear information is readily available to those wishing to apply. It will also help to ensure that any staff dealing with grant requests are fully aware of the Council's roles and responsibilities regarding disabled facilities grants.

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