Salford City Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
100% Complaints upheld by Salford City Council
100% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
11 upheld decisions
View upheld decisionsAdjusted for Salford City Council's population, this is
4 upheld decisions per 100,000 residents.The average for authorities of this type is
4.4 upheld decisions per 100,000 residents.Statistics are based on a total of 11 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Salford City Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 10 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
9% Complaints with satisfactory remedy provided by Salford City Council
In 9% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 14% in similar authorities.
1 satisfactory remedy decision
Statistics are based on a total of 11 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Salford City Council
Salford woman left without proper support because council failed to reassess her
A Salford woman with autism was left without proper support after the city council failed to review her care plan for more than five years, the Local Government and Social Care Ombudsman has found.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 23 013 817
Category: Education
Sub Category: Special educational needs
- The Council will review its alternative education policy alongside our published guidance ‘Out of school, out of sight?’ July 2022. It should consider the recommendations we made, specifically with a view to ensuring it acts without delay. The Council will provide the Ombudsman with the outcome of its review.
Case reference: 23 012 455
Category: Adult care services
Sub Category: Disabled facilities grants
- The Council will consider the effectiveness of the agreement it has with the local NHS Trust to deliver adult social care occupational therapy assessments on behalf of the Council, and whether any steps could be taken to reduce the wait time.
Case reference: 23 013 933
Category: Children's care services
Sub Category: Friends and family carers
- The Council will remind Council Officers dealing with children’s statutory complaints that where a complaint is made in writing the stage two timelines begin at the date of request.
Case reference: 22 015 479
Category: Education
Sub Category: Alternative provision
- The Council will review and if needed amend the policy/mechanism it has in place for how schools inform it of the details of pupils who fail to attend school regularly, or have missed ten school days or more, as outlined in the statutory guidance, to ensure it is receiving suitable information about children out of education from schools.
- The Council will review and if needed amend its staff guidance to include clear advice about the need to promptly decide whether it has a duty to secure alternative provision (the section 19 duty) or consider taking enforcement action (pursuant to its section 426A duty) under the Education Act 1996. This covers situations when it comes to the Council's attention that a child may not be receiving suitable education. The Council should consider including the expectations set out in the statutory guidance and the Ombudsman's focus report Out of sight... out of mind?
- The Council will review and if needed amend its Access to Education policy to ensure the need for parental consent does not place an unnecessary barrier in the way of making decisions on whether a section 19 duty and alternative education provision is owed to a child absent from education.
- The Council will then provide training or notices/bulletins to relevant staff to highlight any changes to guidance and/or procedure.
Case reference: 22 015 458
Category: Housing
Sub Category: Homelessness
- Update the letting scheme’s website to show the amended allocations policy.
Case reference: 22 014 120
Category: Education
Sub Category: Alternative provision
- Provide guidance to staff about alternative education provision and their responsibilities for ensuring it is considered and provided where necessary.
Case reference: 22 012 611
Category: Children's care services
Sub Category: Child protection
- The Council has agreed to remind officers of the requirement to complete the children's statutory complaints procedure once started, within the statutory timescales.
Case reference: 22 012 559
Category: Education
Sub Category: Special educational needs
- The Council will also: explain what it will do to prevent similar occurrences detailed in this complaint. The Ombudsman would like to see evidence of service improvement which specifically addresses occurrences where children are without sufficient educational provision.
Case reference: 22 011 420
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will provide evidence of the staff ‘learning’ undertaken following the failure to consider all available options to facilitate a hospital discharge in May 2022.
- The Council will provide evidence of the action taken (supervisions and agenda items) to ensure amendments to packages of care are only made following a proportionate review or reassessment.
- The Council will provide evidence of the actions taken to ensure all relevant parties, and particularly Lasting Power of Attorneys, are consulted during all assessment and support planning decisions, unless dictated otherwise by the service user.
Case reference: 22 003 061
Category: Planning
Sub Category: Enforcement
- issue a reminder to its planning enforcement officers of the procedures and timescales in its planning enforcement policy for the investigation of reports of planning control breaches
- review its process for monitoring the progress of investigation of reports of planning control breaches and their completion within the required timescales.
Last updated: 4 April 2015