Appendix 2 - SMART principles

When we recommend a remedy to a body in jurisdiction we must ensure that our recommendations are clear and that they remedy the injustice which flows from the fault. Any recommendation we make should be based on SMART principles:

• Specific
• Measurable
• Achievable
• Relevant
• Time bound

Specific

Be clear about what it is the body in jurisdiction should do. If it is to carry out a re-assessment, what is this for? If it is to apologise, what for? For example:

• The Council should re-assess Mr B’s needs in relation to his request for a disabled facilities grant
• The Council should apologise to Mrs D for taking too long to refund the extra money she paid towards her council tax bill, and for not responding to her complaints in line with its policies

Measurable

Are we recommending a fixed or specific financial payment? Or are we setting boundaries on how a council should do its calculations? For example:

• The Council should pay Mr B the difference between the cost of the service he received for the period 1 May 2013 to 18 August 2013, and the cost of the service he should have received for that period
• The Council should pay the cost of storing Mrs C’s furniture between 9 September 2013 to 16 October 2013 while she could not live in her home due to the ongoing disabled facilities grant work

Achievable

Is it something within the authority’s powers to do or decide – rather than the responsibility of another body? For example in a case where the admission authority was a council, avoid saying a school needs to change its practices in relation to a school admissions complaint

Relevant

Is the recommendation to remedy the injustice, and is there is a direct link between the injustice and the fault identified? For example:

To remedy the injustice I have identified, the Council should pay Mr and Mrs L £1,000 to acknowledge their financial loss, and prolonged and exceptional distress. This represents:

• £250 for the distress arising from the delay in paying housing benefit
• £750 for the avoidable distress caused by continuing bailiff action.

Time bound

Always set a deadline by which the authority should implement the agreed action. This provides us with a deadline with which we can hold the authority to account. For example:

• The Council should re-assess Mr F’s disabled parking badge application within one month of the Ombudsman’s decision
• The Council should ensure that Mr D’s school transport application is considered at the funding panel meeting due to take place in October 2013