Public Sector Contractor Insolvency Impact

Impact of major public sector contractor insolvency (e.g., in prison construction or maintenance) on project delivery.

271 items 7 sources
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Where this theme appears

Public Sector Contractor Insolvency Impact has been flagged across 7 independent accountability sources:

1 PFD report 136 committee recs 5 NAO recs 2 IMB reports 53 IMB recs 6 PHSO decisions 68 LGO/SPSO decisions

When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.

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Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.

#32 —
Education Committee
Recommendation: The Government should develop a strategic plan to avoid cold-spots and protect the local economy and public services in the event of an HE institution becoming insolvent, in order to protect the wider community. (Recommendation, Paragraph 160) Alternatives to insolvency
Response Pending
#31 —
Education Committee
Recommendation: Protection for staff should include a clear and orderly process of insolvency. There should be consideration of how to ensure continuity of research and protecting pension schemes against the financial shock. (Recommendation, Paragraph 159)
Response Pending
#30 —
Education Committee
Recommendation: Protection for students should ensure a teach-out process and options for transfer to other suitable higher education providers, and ensuring international students can continue their studies until completion. Each institution should be required to undertake an assessment and develop a …
Response Pending
#29 —
Education Committee
Recommendation: The Office for Students should apply its strengthened student protection regulation to all higher education providers, not just new providers. The plans proposed above should be the basis for protecting students, staff, and the wider local economy and community. (Recommendation, …
Response Pending
#28 —
Education Committee
Recommendation: The current Student Protection Plans are inadequate. They would not provide sufficient protection were a large provider to become insolvent, something acknowledged by the Office for Students. Moreover, the plans do not cover the interests of staff, the impact on …
Response Pending
#27 —
Education Committee
Recommendation: Given concerns from Universities UK that a special regime could lead the ONS to reclassify higher education providers as public sector bodies, as has happened with FE colleges, the Government should ask the ONS to lay out clear criteria for …
Response Pending
#26 —
Education Committee
Recommendation: A special regime, building on and learning lessons from the Further Education regime, could ensure an orderly exit. This would include ensuring teach-out processes for current students, protecting the sufficiency of sector-critical courses and allowing for mitigations to avoid geographical …
Response Pending
#24 —
Education Committee
Recommendation: Government should legislate to clarify the situation so that higher education providers that become insolvent can continue to operate and avoid a disorderly exit. Its response should also clarify the criteria for the threshold for Government intervention for each of …
Response Pending
#22 —
Education Committee
Recommendation: The protocol should include assessment of viability, quality of provision, size and scale and importance to the local community and economy, accompanied by a review of governance and greater financial reporting requirements. Costed plans would be required for protecting students, …
Response Pending
#21 —
Education Committee
Recommendation: An early warning protocol needs to be established with urgency. This follows calls for improved early warning from the Russell Group, the Institute of Physics and Aston University. A protocol would also address when the Government should intervene and ensure …
Response Pending
#20 —
Education Committee
Recommendation: We have heard an early warning system is needed to give better information about the risk of a higher education provider becoming insolvent. Currently there is no clearly understood protocol for how the Government might respond to a situation of …
Response Pending
#15 —
Education Committee
Recommendation: The Government should outline how it and the Office for Students are working with HE institutions and franchisees to monitor this situation and manage the potential impact of a franchisee becoming insolvent. It should also outline what increased measures are …
Response Pending
#21 — Committee concerned about contract renegotiation impact on HS2's small and medium enterprises.
Public Accounts Committee
Recommendation: We expressed our concern to HS2 Ltd for the potential for the large main contractors to pass any financial consequences of contract renegotiations down the supply chain to the small and medium–sized enterprises, of which HS2 Ltd told us there …
Gov response: 3.1 The government disagrees with the Committee’s recommendation. 3.2 The department agrees with the substance of the recommendation but will require more time before it can update the Committee. HS2 Ltd has concluded the first …
Not Addressed
#12 — Contractor ISG's collapse impacts 3,500 prison places and ongoing maintenance projects
Public Accounts Committee
Recommendation: HMPPS explained that the collapse of ISG, one of its main contractors which entered administration in September 2024, had been challenging, but that expected delays were already factored into its revised timelines.37 However, it noted that this was based on …
Gov response: 2.2 The 20,000 prison place programmes undertook a robust re-baselining exercise between December 2023 and December 2024. The process used Quantitative Schedule Risk Analysis alongside Reference Class Forecasting methodology to gain additional assurance. Lessons learned …
Accepted
#21 — Three Premiership Rugby clubs receiving loans became insolvent, others remain financially fragile
Public Accounts Committee
Recommendation: We noted, however, that, by June 2023, three of these clubs had become insolvent before they had made any repayment of the loans of £41.9 million they had received (London Irish £11.8 million; Wasps £14.1 million; and Worcester Warriors £15.7 …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: November 2025 5.2 Every borrower is treated in line with the department's loan book objectives. The department maintains regular communication with its borrowers through …
Not Addressed
#16 — Nine borrowers became insolvent, defaulting on £46.1 million in loans, exceeding expectations
Public Accounts Committee
Recommendation: By October 2024, 45% of solvent borrowers had made at least one repayment on their loans, with the remaining 55% yet to make a repayment. The 45% had paid the Department £40.9 million in total, less than the £42.1 million …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2025 4.2 Each year the department makes a number of adjustments as part of its Annual Report and Accounts to reflect each borrower’s …
Accepted
#21 — Children's social care market is failing due to excessive profits and provider financial risk.
Education Committee
Recommendation: The children’s social care market is not delivering for children or for local authorities. We are particularly concerned at the reports of excessive profits being made by some providers and the risk of financial failure among large providers. We hope …
Gov response: The Committee concluded that the children’s social care market is not currently delivering for children or local authorities. We are taking action to address this, including giving Ofsted greater powers to tackle unregistered provision, establishing …
Accepted
#25 — Treasury implements living wills, playbooks, and guidance to manage supplier failure risks.
Public Accounts Committee
Recommendation: We asked the Treasury how it supports government departments to prepare for and manage potential supplier failure, and what contingency plans it had in place to address supplier failures, particularly for critical services, to avoid over-reliance on Government support. The …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: May 2026 5.2 Identifying where the private sector is better placed to identify, assess, price and manage risks – and structuring contracts to reliably …
Accepted
#24 — Costs of special administration for insolvent water companies may fall to billpayers
Public Accounts Committee
Recommendation: We sought to understand would happen if a water company became insolvent. Defra told us that that the special administration regime will ensure that services are protected.78 Defra also acknowledged that there would be costs involved in setting up such …
Gov response: The Government is clear that the special administration regime will ensure that services are protected if a water company becomes insolvent. The Government has the power to recover the costs of setting up such a …
Not Addressed
#10 — Amend Procurement Act 2023 to mandate Project Bank Accounts for large construction projects.
Business and Trade Committee
Recommendation: The Government should bring forward amendments to the Procurement Act 2023 that require the use of Project Bank Accounts for all construction projects that cost £2 million and above. In the meantime, it should reissue its construction playbook to reflect …
Response Pending
#18 — TrustMark's registration process fails to adequately assess installer businesses' financial stability and liquidity.
Public Accounts Committee
Recommendation: The original installer is liable for fixing the installation to meet the relevant standards. However, the National Audit Office reported that not all installers are complying with the remediation process.38 We asked TrustMark whether the process for installer businesses to …
Gov response: 1. PAC conclusion: A clear and catastrophic failure with external and internal wall insulation installations under ECO4 and GBIS has left more than 30,000 homes with defects. 1. PAC recommendation: The Department should not allow …
Response Pending
#21 — NS&I's continued reliance on distressed supplier Atos necessitates improved contract management practices
Public Accounts Committee
Recommendation: NS&I will continue to rely on Atos, which suffered financial distress in 2024, until at least 2028. NS&I told us it now has a contract management framework to manage Atos and the contracts with new suppliers. NS&I will need to …
Gov response: The Treasury and NS&I acknowledge these concerns and are committed to addressing them through robust planning, risk management, and governance. NS&I is working to develop a comprehensive integrated plan that includes clear timelines, cost estimates, …
Response Pending
#13 —
Education Committee
Recommendation: The Office for Students should therefore provide guidance to universities seeking to exit or significantly scale back franchising relationships. (Recommendation, Paragraph 93)
Response Pending
#12 —
Education Committee
Recommendation: We welcome the Government’s moves to introduce mandatory regulation of franchise providers with 300 or more students and the availability of better data. There remains a major risk for some HE institutions that have become heavily dependent on franchisees that …
Response Pending
#25 —
Public Accounts Committee
Recommendation: In January 2019, the Department introduced an insolvency regime for colleges, which applies aspects of corporate insolvency law and involves a special administration regime known as ‘education administration’. The overriding priority while a college is in education administration is to …
Gov response: Between November 2014 and March 2019, the ESFA paid £253 million to 36 colleges which had serious cashflow problems. The purpose of this emergency funding was to help the colleges maintain their teaching and other …
Under Consideration
#16 —
Public Accounts Committee
Recommendation: The Government is currently considering the recommendations from Nigel Boardman’s recent review of standards in public life and we expect that the outcome of those considerations would be far reaching and wide enough to address all of these issues relating …
Gov response: 2: PAC conclusion: Crown Commercial Service (CCS) failed to sufficiently manage and consider conflicts of interest for the appointment of contractors. 2: PAC recommendation: The Department and CCS should formalise the process for considering conflicts …
Under Consideration
#13 —
Public Accounts Committee
Recommendation: CCS stated that in terms of procurement regulations, there was no reason to preclude Taulia based on Greensill Capital being a subcontractor named in their bid. CCS also told us that based on submissions received from the various bidding companies, …
Gov response: 2: PAC conclusion: Crown Commercial Service (CCS) failed to sufficiently manage and consider conflicts of interest for the appointment of contractors. 2: PAC recommendation: The Department and CCS should formalise the process for considering conflicts …
Under Consideration
#12 —
Public Accounts Committee
Recommendation: We asked why there was no discussion about a potential conflict of interest arising from Lex Greensill providing advice on supply chain finance services and his company, Greensill Capital, then being appointed to supply these services. We asked whether CCS’s …
Gov response: 2: PAC conclusion: Crown Commercial Service (CCS) failed to sufficiently manage and consider conflicts of interest for the appointment of contractors. 2: PAC recommendation: The Department and CCS should formalise the process for considering conflicts …
Under Consideration
#11 —
Public Accounts Committee
Recommendation: Three companies bid to be the framework supplier. One was discarded on failure to meet minimum quality grounds, leaving Citibank and Taulia. CCS’s commercial finance accountant’s evaluation of Taulia’s Dun & Bradstreet score and a review of its accounts required …
Gov response: 2: PAC conclusion: Crown Commercial Service (CCS) failed to sufficiently manage and consider conflicts of interest for the appointment of contractors. 2: PAC recommendation: The Department and CCS should formalise the process for considering conflicts …
Under Consideration
#10 —
Business and Trade Committee
Recommendation: We further call on the Government to review whether regulators such as Ofgem should be given new powers to bring enforcement action for unfit conduct by energy company directors given the very limited scope for The Insolvency Service to do …
Gov response: replaced with a volumetric alternative based on usage. small reductions in bills for some low-income consumers, but would increase charges for customers with high consumption, many of whom are vulnerable. On this basis consuming customers …
Under Consideration
#4 —
Culture, Media and Sport Committee
Recommendation: We await the publication of the RFU annual report. We recommend that when the annual report is published, the RFU writes to us with a detailed commentary of its financial position and what steps it will be taking to prevent …
Gov response: The Government has also noted the RFU’s Annual Report for 2021-22, published after the Committee’s report. The Government is in close communication with the PRL and the RFU on their plans to manage the immediate …
Under Consideration
#23 — Department engaging with British Basketball Federation regarding franchising, funding, and loan repayment risks.
Public Accounts Committee
Recommendation: We asked the Department what it was doing with regard to professional basketball and the proposals by the British Basketball Federation to franchise out the running of the professional league which some have claimed is putting at risk the Department’s …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: November 2025 5.2 Every borrower is treated in line with the department's loan book objectives. The department maintains regular communication with its borrowers through …
Not Addressed
#23 — Water companies face challenges raising new equity despite increased investor returns
Public Accounts Committee
Recommendation: First Economics told us that financial resilience depends on having confidence that financial markets will supply water companies with new debt and equity.73 Ofwat estimates companies will need around £12 billion in new equity over the next five years to …
Gov response: The Government recognises that financial resilience depends on having confidence that financial markets will supply water companies with new debt and equity. The Government is committed to creating a stable and predictable regulatory environment that …
Not Addressed
#21 — Financial resilience of the water sector has weakened significantly across many companies
Public Accounts Committee
Recommendation: The financial resilience of the water sector has weakened. While Water UK pointed out to us that some companies are resilient, Ofwat has signalled its concerns about the financial resilience of 10 of the 16 major companies.60 In 2023–24, 10 …
Gov response: The Government is concerned about the financial resilience of the water sector. Ofwat has powers to prevent companies from paying dividends if their financial resilience is insufficient, known as “cash lock-up”. Ofwat has signalled concerns …
Not Addressed
#5 — Ofwat to review powers to improve water sector financial resilience and clarify insolvency costs
Public Accounts Committee
Recommendation: Financial fragility of a few large companies in the sector is leading investors to lose confidence in regulation as well as the sector. We need to return to a water sector that is low risk and low return. Currently, company …
Gov response: The government agrees with the Committee’s recommendation. Monitoring Financial Resilience (MFR) report but its monitoring and engagement with companies is conducted year-round. Where Ofwat identifies an elevated concern or a need for the company to …
Accepted
#20 — Commit to identifying early public sector customers for Scotland's launch and spaceport sector
Scottish Affairs Committee
Recommendation: The UK Space Agency should therefore commit to working with both the UK and Scottish Governments to identify early public sector customers for Scotland’s launch and spaceport sector. Government becoming a customer of the Scottish launch sector would send a …
Gov response: • Rather than the Government directly owning and managing rocket launch attempts, Government is supporting a commercial approach to building launch heritage following the US SpaceX model, i.e. enabling commercial providers to build the technical …
Not Accepted
#19 — UK Government becoming anchor customer is vital for Scotland's launch sector viability
Scottish Affairs Committee
Recommendation: The UK Government must realise the value of becoming a long-term, sustainable customer of ‘home grown’ space capabilities. Once Scotland has a proven sovereign launch capability, the provision of Government support as an ‘anchor customer’ of domestic services, rather than …
Gov response: • Rather than the Government directly owning and managing rocket launch attempts, Government is supporting a commercial approach to building launch heritage following the US SpaceX model, i.e. enabling commercial providers to build the technical …
Not Accepted
#8 — Provide urgent clarity on integration of NCS, future contracts, and devolved operations
Work and Pensions Committee
Recommendation: DWP has yet to set out how it will bring together Jobcentres and the NCS, putting service delivery at risk. NCS providers are operating under uncertainty, with no clarity about the future of contracts that are currently managed by DfE. …
Gov response: Accept The government recognises the importance of providing clarity and reassurance to employees and National Careers Service contractors during the transition period to the new integrated Jobs and Careers Service. DWP is committed to working …
Accepted
#26 —
Public Accounts Committee
Recommendation: The ESFA confirmed that the administration processes for the two colleges were largely complete, although some statutory duties and administrative tasks remained to be done.46 It estimated that it would have spent more than £60 million on the two cases …
Gov response: Between November 2014 and March 2019, the ESFA paid £253 million to 36 colleges which had serious cashflow problems. The purpose of this emergency funding was to help the colleges maintain their teaching and other …
Under Consideration
#24 —
Public Accounts Committee
Recommendation: The ESFA told us that some amounts that were originally given as loans then had to be converted to grants because not enough work had been done at the outset to assess whether there was a realistic expectation of repayment. …
Gov response: Between November 2014 and March 2019, the ESFA paid £253 million to 36 colleges which had serious cashflow problems. The purpose of this emergency funding was to help the colleges maintain their teaching and other …
Under Consideration
#21 —
Public Accounts Committee
Recommendation: The intervention regime for colleges incorporates a number of phases, from prevention work, through early intervention and formal intervention to, in the most serious cases, 31 C&AG’s Report, paras 1.7–1.8 and Figure 1 32 Q 43; C&AG’s Report, para 2.10 …
Gov response: 6: PAC conclusion: The Department’s, the ESFA’s and the Further Education Commissioner’s approach to intervention takes too long, costs too much and is not effective in making colleges more sustainable. 6: PAC recommendation: The Department …
Under Consideration
#12 —
Public Accounts Committee
Recommendation: Government’s PPE strategy aims to build a UK manufacturing base so that there is a resilient domestic supply. The Department explained that 70% of PPE (excluding gloves) that it expected would be supplied between December 2020 and February 2021 should …
Gov response: 6: PAC conclusion: We are concerned that the Department’s ordering of an enormous amount of PPE might compromise government’s ambition to maintain a UK manufacturing base for PPE. 6: PAC recommendation: The Department, working with …
Not Addressed
#1 —
Public Accounts Committee
Recommendation: On the basis of two reports by the Comptroller and Auditor General, we took evidence from the Cabinet Office, Department of Health & Social Care (the Department) and Public Health England about government procurement during the COVID-19 pandemic and the …
Gov response: 2. PAC conclusion: The Department for Business, Energy & Industrial Strategy breached its Resource Annually Managed Expenditure total by £4.9 billion.
Under Consideration
#12 —
Defence Committee
Recommendation: The defence industry in the UK has remained broadly resilient in the face of financial pressures resulting from the COVID-19 pandemic. Unfortunately, the same cannot be said for all businesses within the defence supply chain, particularly those that also operate …
Gov response: The Government shares the Committee’s assessment that UK defence industry has remained broadly resilient despite the enormous challenges posed by the pandemic. But the Committee is quite right to highlight that economic disruption caused by …
Under Consideration
#38 —
Scottish Affairs Committee
Recommendation: In mid-2020 insolvency was a very real prospect facing a number of universities in Scotland. Both the UK and Scottish Governments should be congratulated on their efforts and significant financial investments into Scottish universities in response to the pandemic. It …
Not Addressed
#2 —
Culture, Media and Sport Committee
Recommendation: Government-backed insurance is crucial to mitigating the Covid-19 related risks to festival organisers and enabling them to start planning, as the vast majority do not have the financial resilience to cover the costs of another year of late-notice cancellations. Despite …
Gov response: 2021. In response to both recommendation 1 and 2: The Government recognises the challenges the events sector has been facing over the past year, and committed to consider options, including indemnity cover, to best support …
Under Consideration
#22 —
Public Accounts Committee
Recommendation: All parties agreed that the market was not currently competitive, and that one measure needed for the market to become effective was to have more audit firms in the market.56 Only eight audit firms are accredited to audit local authorities.57 …
Gov response: 2: PAC conclusion: There is a pressing risk of market collapse due to an over reliance on a small number of audit firms and significant barriers to entry. 2: PAC recommendation: The Department should write …
Not Addressed
#2 —
Public Accounts Committee
Recommendation: There is a pressing risk of market collapse due to an over reliance on a small number of audit firms and significant barriers to entry. Only eight audit firms have the specialist knowledge and accreditation needed to audit local authorities. …
Gov response: 3.1 The government agrees with both the Committee’s recommendations. Target implementation date: September 2021 3.2 The government agrees a decision by firms to withdraw from local audit could pose a risk to the future sustainability …
Not Addressed
#10 —
Transport Committee
Recommendation: The Government must introduce an Airline Insolvency Bill in the next Session of Parliament to set out a framework to handle future airline insolvencies to protect the interests of consumers, employees and taxpayers.
Gov response: The government partially accepts this recommendation. We agree that we should consider the recommendations of the Airline Insolvency Review and deliver on those we deem appropriate to ensure that passengers are adequately protected and able …
Partially Accepted
#16 —
Public Accounts Committee
Recommendation: The Department did not include key performance indicators (KPIs) in its first contract with Randox against which it could judge how the company was performing. The Department said the reason it had not set performance measures in the contract was …
Gov response: 5: PAC conclusion: The Department failed to hold Randox to account for its performance against its first contract and awarded it another £328 million extension without competition. 5: PAC recommendation: We expect clear and definitive …
Accepted
Highpoint (2023)
The service provided by Gov Facility Services Ltd (GFSL) is still a major cause for concern. The Board, once again, requests an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.
HMPPS
Standford Hill (2024)
As in previous years, we remain dissatisfied with the performance of GFSL.
Governor / Director
Standford Hill (2024)
The performance of GFSL continues to be slow and unacceptable.
HMPPS
Standford Hill (2024)
The Board continues to be extremely dissatisfied with the performance of Government Facility Services Ltd (GFSL). When the service provider model is reviewed, it is essential that we do not see the same poor level of service under another name.
Ministry of Justice
Featherstone (2020)
Despite expenditure on a refurbishment programme, much of the residential accommodation, such as windows, heating and showers, is below the standard expected in the 21st century. While there has been some improvement in the operation of the maintenance contract, prison managers are often frustrated by the lack of progress, which is outside of their remit. How will the minister support …
Ministry of Justice
Erlestoke (2020)
GFSL continues to disappoint (see paragraphs 7.2 to 7.6). Will the Minister consider ways in which radical changes can be made to ensure a responsive and well-managed system for repairs and improvement?
Ministry of Justice
Swinfen Hall (2021)
Will the Minister assure the Board that there will be an improvement in contract monitoring and adequate supervision of works carried out in the prison estate?
Ministry of Justice
Long Lartin (2022)
Will the Prison Service play an active role in the management and monitoring of this contract to ensure that there is a marked improvement in the performance of Amey?
HMPPS
Wandsworth (2025)
Support to prisoners from service providers has been adversely affected by delays in tendering and length and quality of contracts. What is being done to rectify this serious issue?
HMPPS
Birmingham (2025)
Why was the collapse of ISG not anticipated within the Ministry? With significant work already undertaken on the refurbishment of A, B and C wings, why was more effort not made within the Ministry to instate a new contractor and get the work completed faster? From September 2024 to June 2025, no work was undertaken while still using significant amounts …
Ministry of Justice
Styal (2020)
Contracts with outside maintenance providers continue to result in manifestly excessive quotations and long delays in repairs and refurbishment, including health and safety-related matters. Some areas of the estate are unusable because of the debris and waste left by Amey and contractors.
Other
Cookham Wood (2022)
Performance of Gov Facility Services Limited (GFSL): The delays in the timely delivery of capital projects and poor state of general repairs and maintenance are a disgrace. Projects have regularly over-run, been poorly monitored, and shoddily delivered. The service is effectively inefficient and costly. Boys in Cookham Wood are missing out on the facilities they deserve, and staff are having …
HMPPS
Thameside (2023)
The Board remains concerned regarding the management of the education contract and that the ‘wider review of education contracts’ in private prisons has failed to drive the improvement promised, despite the education provider having severely underperformed.
HMPPS
Swansea (2023)
One major concern in the period covered by this report was the effectiveness of Amey Projects in providing an efficient service to the Prison. We are concerned that they have not been held properly accountable for their poor service and recommend that their appointment be reassessed and proper value for money achieved.
HMPPS
Standford Hill (2023)
Is the Prison Service satisfied with the performance of GFSL?
HMPPS
Portland (2023)
Monitoring of service provided by external contractors
HMPPS
North Sea Camp (2023)
The IMB is concerned by the time taken to complete routine maintenance jobs, and the issues around the transfer of prisoners’ property. These are issues that are provided by contracted out services and the Board is concerned that contract failures do not result in penalties to encourage compliance.
HMPPS
Buckley Hall (2023)
What measures are being implemented to review any poor performance with the Amey contract?
Governor / Director
Lowdham Grange (2024)
Have lessons been learned from the transfer of prison management from one private provider to another at HMP Lowdham Grange, and is action being taken to avoid the significant negative impact on prisoners and staff occurring at any future transfer between private prison operators?
Ministry of Justice
Highpoint (2024)
The Board continues to be seriously concerned about the service provided by Gov Facility Services Ltd (GFSL). Again, we request an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.
HMPPS
Long Lartin (2020)
What is being done to challenge the poor performance of Amey?
Ministry of Justice
Leicester (2020)
Last year the Board reported the problems with Amey Facilities Management, and the minister’s response acknowledged the problems and indicated that changes had been made to the company’s management structure and resourcing and that there would be a positive approach to the first-time fix of reactive repairs. Planned changes in the commercial department would produce an improvement in receiving estimates …
Ministry of Justice
Gartree (2020)
The Board is concerned about the ongoing situation regarding the repair or replacement of equipment in the kitchens. Can the Prison Service engage with contractors to create a service level agreement which will achieve a more timely response to address such issues?
HMPPS
Garth (2020)
The quality of the service provided by Amey needs to improve quickly and to become effective.
Other
Brinsford (2020)
What steps will the Prison Service take to review the relevant contracts to address these issues, to support the efforts of the local leadership team?
HMPPS
Belmarsh (2020)
Will the minister direct HMPPS to allocate funding for this works programme and to ensure that it takes place in 2020/21 (see section 5.1)?
Ministry of Justice
Norwich (2022)
Would the Prison Service define its policies regarding the employment of contractors outside the existing contracts when the circumstances dictate the need for extra work? What are the policies for allowing prison Governors to secure/procure such contracts when they deem them necessary?
HMPPS
Highpoint (2022)
The service provided by GFSL is still a major cause for concern. The Board requests an urgent review of the works maintenance contract to ensure it fully meets the ongoing needs of a challenging prison environment.
HMPPS
Garth (2022)
it is strongly advised that their contract [Amey's] should be reviewed as a matter of urgency.
HMPPS
Ford (2022)
It is disappointing to note that too often HMPPS procurement processes are not delivering solutions to the prison on a timely basis. A current example of this is the ongoing delay in installing secure prisoner lockers with mobile phone charging facilities. See section 4.1.1.
HMPPS
Ford (2023)
We note that for a period of over six months, the external supplier, CXK, did not provide the contracted level of resource to deliver the all-important Personal Learning Plans for prisoners. The Board believes that when a contractor doesn’t deliver, a more robust response is needed. (7.2.3)
Governor / Director
Erlestoke (2023)
How will the lack of a long-term maintenance plan and GFSL’s performance be addressed?
HMPPS
Durham (2023)
What penalties have been imposed when third-party providers have failed to meet their contractual commitments? (6.1.2/6.3.2/6.6.1/7.1.4)
HMPPS
Durham (2023)
How does the Prison Service hold to account contractors for education, healthcare, mental health services and drug-treatment support to ensure they have sufficient staff to deliver the contract? (6.1.2/6.3.2/6.6.1/7.1.4)
HMPPS
Bronzefield (2023)
Will the Prison Service support the prison in working with SERCO to address the issues and impact of vans arriving late at the prison?
HMPPS
Preston (2024)
The national contract for kitchen maintenance is not well delivered at HMP/YOI Preston. The main issue is faulty equipment: the repair of crucial equipment is constantly delayed for weeks, and the subsequent costly hiring of temporary replacement equipment eats into the prison budget. What does the Minister plan to do about this?
Ministry of Justice
Buckley Hall (2024)
The contracts given to outside agencies, such as the maintenance contract given to AMEY, often do not provide the level of service which anyone would find acceptable. They are slow to progress, expensive, often do not cover the required repairs and the quality of the work is not always good. Is it not possible to look more closely at what …
HMPPS
Swaleside (2025)
While noting last year’s response that contractors had entered administration, the continued reliance of HMP Standford Hill on the kitchen at HMP Swaleside for the preparation of its food continues to cause major issues, as has been stated for years. What will the Prison Service do to address the ongoing issue?
HMPPS
Brinsford (2023)
The New heating system has many flaws, caused by an inadequate contract between suppliers & fitters and the MOJ. It has cost further thousands of pounds onto the original cost, all paid for by the public purse.
HMPPS
Stocken (2020)
The frequent long delays in obtaining financial approval for repairs and refurbishments are unacceptable, and the external contractor needs closer monitoring of performance and sharpened incentives.
HMPPS
Featherstone (2020)
The Board considers that the change of education provider to Novus in April 2019 has resulted in a number of significant and challenging issues, which have had a detrimental impact on the education provision. Poor staff recruitment, retention and increased sickness levels have resulted in non-delivery of new courses that were included in the annual delivery plan provided by Novus. …
Ministry of Justice
Bullingdon (2020)
What steps is the minister taking to ensure that the service provider now contracted to maintain the prison estate, including Bullingdon, will receive the resources that it needs to deal with the backlog of maintenance issues that it continues to face?
Ministry of Justice
Long Lartin (2021)
The Board urges the Prison Service to ensure that the terms of the contract ensure proper standards of maintenance and that the contractor satisfactorily meets all its obligations.
HMPPS
Bedford (2021)
The performance of the new contract for accommodation on release is less than encouraging, and the management arrangements make it difficult for the prison, locally, to influence outcomes. As with all the outsourced services, the prison Governor is accountable for the outcomes without the responsibility for delivery. Clear and quick mechanisms need to be in place for the resolution of …
HMPPS
Ashfield (2022)
The Board appreciates that PECS is a contracted-out service but can HMPPS do anything to minimise/alleviate the disruptions being experienced?
HMPPS
South and East 2023-24 Short Term Holding Facilities (STHF) (2024)
As noted in 4.4 the Board recommends that the Home Office gain a contractual commitment from the port authority to resolve issues with the fabric of the STHFs in a timely manner.
Home Office
Brinsford (2023)
When will the Ministry of Justice write adequate contracts that at least favour the prison and not the contractors?
Ministry of Justice
Highpoint (2020)
The repair and maintenance of kitchen equipment has continued to be a problem. The Board asks that the relevant contract be reviewed, to support the ability of the prison to continue to provide a healthy and nourishing diet to the prisoners.
HMPPS
Garth (2021)
The Board’s strong recommendation is that the contract with Amey should be investigated and reviewed as poor maintenance of the prison is impacting negatively on all aspects of life at Garth prison for both prisoners and staff.
Ministry of Justice
Long Lartin (2023)
Prison infrastructure, maintenance and projects. Will high priority be given, during 2024, to restoring the damaged kitchen fabric and replacing unserviceable appliances to an acceptable standard for hygienic food production? Will Amey maintenance priorities be set and monitored by prison management?
Governor / Director
P-002731 — HM Treasury
Mr and Mrs C complains that HM Treasury didn’t act as it should have on concerns put to it in 2017 about Safe Hands Funeral Plans. They also complain that HM Treasury delayed progressing new legislation.
UK Government Jun 2024
P-002675 — HM Treasury
Mr and Mrs D complain HM Treasury (HMT) did not act as it should have on concerns put to it in 2017 about their funeral plan provider. They say HMT was told this provider was in breach of regulations that exempted funeral plan firms from Financial Conduct Authority (FCA) regulation …
UK Government Jun 2024
P-002676 — HM Treasury
Mrs P complains HM Treasury did not act as it should have on concerns put to it in 2017 about a funeral plan provider (the Provider). She also complains that HM Treasury delayed progressing new legislation.
UK Government Jun 2024
P-002681 — HM Treasury
Mr K complains HM Treasury (HMT) did not act on concerns put to it in 2017 about a funeral plan provider. He says HMT was told the Provider was in breach of regulations so should have been regulated by the Financial Conduct Authority (FCA), but HMT did not act.
UK Government Jun 2024
P-002706 — HM Treasury
Mr and Mrs B complain about how HM Treasury responded to concerns raised in 2017 about a funeral plan provider, they say due to a lack of action, they have lost their funeral plans and the money they paid in to them.
UK Government Jun 2024
P-001503 — Homes England
Mrs O complains that Homes England and Target excessively delayed its decision to approve the sale of her house, which was in negative equity.
UK Government Not Upheld Aug 2022
22-003-047 — Luton Borough Council
Summary: We will not investigate this complaint that the Council’s actions forced a Care Home to close. Mr X has a legal remedy in court on a contractual dispute.
LGO (Local Government & … Other Categories Jun 2022
24-014-381 — Aethel Care Homes Ltd
Summary: Mrs Z, on behalf of her grandmother’s estate, complained a care provider failed to refund care charges and deposit after she died. The care home has closed and a winding up petition has been issued against the care provider. Administrators are now dealing with all outstanding liabilities and so …
LGO (Local Government & … Adult Care Services Not Upheld Sep 2025
25-020-287 — London Borough of Havering
LGO (Local Government & … Other Categories
21-001-454 — City of Wolverhampton Council
Summary: Mrs B complains about the standard of work completed by contractors on behalf of the Council. Mrs B says there are multiple faults in the work, some of which are hazardous, and the Council did not properly inspect the work on completion. She asks the Council to provide recompense …
LGO (Local Government & … Adult Care Services Not Upheld Jan 2022
21-014-440 — Peterborough City Council
Summary: Mr W and Ms P complain that building works funded by the Council through a number of disabled facilities grants have not been completed in a good and workmanlike manner. They also complain the building project has been delayed and the Council appointed contractor was not suitability qualified to …
LGO (Local Government & … Adult Care Services Not Upheld Aug 2022
22-006-172 — Newark & Sherwood District Council
Summary: We will not investigate this complaint about how the Council dealt with the tenancy of an industrial unit and about its plans to redevelop the site. This is because the complainant has an alternative legal remedy in regard to the tenancy and there is no evidence of fault in …
LGO (Local Government & … Other Categories Dec 2022
24-001-115 — London Borough of Tower Hamlets
Summary: We will not investigate this complaint about delay completing Mr X’s ‘right to buy’ application. This is mainly because the complaint is late without good reason to investigate it now.
LGO (Local Government & … Housing Jun 2024
21-017-802 — City of Bradford Metropolitan District Council
Summary: We will not investigate this complaint about the Council’s decision to terminate a contract it had with the complainant’s businesses. This is because it is reasonable to expect the complainant to pursue the matter via the courts.
LGO (Local Government & … Other Categories Apr 2022
22-006-022 — London Borough of Enfield
Summary: The Council caused avoidable frustration and inconvenience to Ms X by failing to attend several appointments to fix the door of the garage that she leases from the Council. The Council caused Ms X further frustration when it failed to inspect the works done to the garage following reports …
LGO (Local Government & … Other Categories Upheld Nov 2022
24-000-083 — Dudley Metropolitan Borough Council
Summary: We will not investigate Mr X’s complaint that there is no formal contract in place between the Council and a company providing services on its behalf. This is because we cannot determine the legality of the arrangement. If Mr X believes the arrangement is unlawful it would be reasonable …
LGO (Local Government & … Transport And Highways May 2024
23-016-884 — Luton Borough Council
Summary: Mr X complained the Council did not explain his company would need to apply to join an Approved Providers List to continue to work with the Council. The Council’s failure to ensure all providers were aware they would need to apply to the new APL to continue working with …
LGO (Local Government & … Other Categories Upheld Jul 2024
23-015-668 — Central Bedfordshire Council
Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the …
LGO (Local Government & … Housing Upheld Aug 2024
24-020-777 — London Borough of Haringey
Summary: We will not investigate Mr X’s complaint about the Council’s delay in obtaining vacant possession in relation to properties he leased to it. This is because he can take court action to enforce the leases and obtain vacant possession and it is reasonable for him to do so.
LGO (Local Government & … Other Categories Jun 2025
25-000-555 — Rotherham Metropolitan Borough Council
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her Right to Buy application. There is insufficient evidence of fault to warrant an investigation. If she disagrees with the Council’s valuation of her home, she has the right to appeal to the district Valuer, who is …
LGO (Local Government & … Housing Jul 2025
25-007-286 — London Borough of Southwark
Summary: We will not investigate this complaint about delay by the Council in providing Mr X with an update about his application to buy his home under the Right to Buy scheme as Mr X can serve a legal notice on the Council for a response.
LGO (Local Government & … Housing Oct 2025
25-000-022 — Sandwell Metropolitan Borough Council
Summary: We will not investigate Mr X’s complaint about the public procurement process because there is not enough evidence of fault by the Council to justify our involvement. It is reasonable to expect Mr X to go to court or another better placed body if he considers the Council has …
LGO (Local Government & … Other Categories Oct 2025
25-006-023 — West Northamptonshire Council
Summary: We will not investigate this complaint about the way the Council considered Mr X’s complaint. We do not consider it a good use of public resources to consider complaints about complaint handling when we are not investigating the substantive issue..
LGO (Local Government & … Other Categories Oct 2025
24-008-564 — London Borough of Haringey
Summary: We will not investigate this complaint about the Council’s delays in returning private sector leased properties to their owners. It is reasonable for the landlords to seek a legal remedy for breach of lease agreements in the courts.
LGO (Local Government & … Housing Oct 2024
24-008-581 — Southampton City Council
Summary: We will not investigate Mr X’s complaint about the Council wrongfully terminating his company’s contract for services. This is because there is an alternative legal remedy available.
LGO (Local Government & … Adult Care Services Nov 2024
24-010-645 — City of Doncaster Council
Summary: We will not investigate this complaint about valuation and delay in the right to buy process. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The valuation was made by the District Valuer. It is binding …
LGO (Local Government & … Housing Nov 2024
25-018-006 — Leeds City Council
LGO (Local Government & … Housing
25-014-412 — Sheffield City Council
LGO (Local Government & … Housing
25-015-501 — Royal Borough of Kensington & Chelsea
LGO (Local Government & … Housing
25-011-260 — London Borough of Islington
LGO (Local Government & … Other Categories
24-016-375 — London Borough of Newham
LGO (Local Government & … Other Categories
21-018-547 — Royal Borough of Kensington & Chelsea
Summary: Mr X complains about the Council’s contract with a competitor business which impacted on his business. We will not investigate the complaint because we are unlikely to find evidence of fault by the Council and an investigation is unlikely to lead to a different outcome.
LGO (Local Government & … Other Categories May 2022
22-001-353 — Somerset West and Taunton Council
Summary: We cannot investigate this complaint that a parish council was overcharged for a Council service. This is because we cannot investigate complaints made by public bodies such as parish councils.
LGO (Local Government & … Other Categories May 2022
22-000-844 — Tamworth Borough Council
Summary: We will not investigate this complaint about delays in Mr X’s Right to Buy application by his Council landlord. There is insufficient evidence of fault which would warrant an investigation.
LGO (Local Government & … Housing May 2022
22-001-305 — London Borough of Southwark
Summary: We will not investigate this complaint about service charges in connection with a commercial lease as this is a matter for the courts.
LGO (Local Government & … Other Categories May 2022
22-004-987 — Nottingham City Council
Summary: We will not investigate this complaint that the Council are responsible for delays completing an application under the right to buy scheme. This is because it would be reasonable to expect the complainants to use the legal remedy available to him under the right to buy procedure.
LGO (Local Government & … Housing Jul 2022
22-005-298 — Norfolk County Council
Summary: We will not investigate this complaint about fees the Council invoiced Mr X’s property development company for. That is because there is insufficient evidence of fault to justify investigating.
LGO (Local Government & … Other Categories Aug 2022
22-007-631 — East Riding of Yorkshire Council
Summary: We will not investigate this complaint about damage to property during a deep clean of the complainant’s home. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. Complaints involving damage to property are best dealt with …
LGO (Local Government & … Environment And Regulation Sep 2022
22-007-174 — Bournemouth, Christchurch and Poole Council
Summary: We will not investigate this complaint about losses due to an alleged breach of contract as it is reasonable for the complainant to seek a remedy in court.
LGO (Local Government & … Other Categories Sep 2022
22-007-441 — Dudley Metropolitan Borough Council
Summary: We will not investigate this complaint about the repairs to a garage rented to Mr X by the Council. There is insufficient evidence of fault which has caused significant injustice to Mr X.
LGO (Local Government & … Other Categories Sep 2022
22-007-659 — North East Combined Authority
Summary: We will not investigate Mr X’s complaint about debt collection agency fees being added to unpaid toll charge notices. This is because there is insufficient evidence of fault to justify an investigation.
LGO (Local Government & … Transport And Highways Sep 2022
22-010-614 — Southampton City Council
Summary: We will not investigate Mrs X’s complaint about the Council’s handling of a building control matter. This is because the injustice Mrs X claims stems from the actions of her builder rather than any fault by the Council.
LGO (Local Government & … Planning Nov 2022
23-005-247 — Leicester City Council
Summary: there was fault in the Council’s decision to cancel Mrs X’s first Right to Buy application. This had a significant financial impact because the valuation and purchase price had increased significantly by the time she made a new application. The Council has agreed to a personal remedy for Mrs …
LGO (Local Government & … Housing Upheld Mar 2024
23-020-593 — Fenland District Council
Summary: We will not investigate this complaint about the Council’s decision not to proceed with the purchase of a property. This is because we cannot achieve the outcome the complainant wants.
LGO (Local Government & … Other Categories May 2024
23-021-142 — North Yorkshire Council
Summary: We will not investigate this complaint about a compensation claim as there is no worthwhile outcome to be achieved by our investigating.
LGO (Local Government & … Environment And Regulation May 2024
24-003-330 — Eastbourne Borough Council
Summary: We will not investigate this complaint about the Council’s handling of Ms X’s garage rent arrears. This is because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.
LGO (Local Government & … Other Categories Aug 2024
24-006-154 — North Yorkshire Council
Summary: We will not exercise discretion to investigate this complaint about problems with a boiler replacement after the Council grant-aided the works to a private home in 2020. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Ms X could …
LGO (Local Government & … Housing Aug 2024
23-019-545 — London Borough of Croydon
Summary: Mr B complained that the Council had failed to take effective action to stop a resident blocking access to his garage. It had also failed to respond to his communications about the problems or refund the garage rent despite promising to do so. We have found fault in the …
LGO (Local Government & … Other Categories Upheld Aug 2024
24-020-761 — Thurrock Council
Summary: We will not investigate this complaint about the Council’s refusal to accept the complainant submitted a Right to Buy application to buy his home in October. The Council confirms it has no record of the application and we consider further investigation will not lead to a different outcome. Mr …
LGO (Local Government & … Housing Apr 2025
24-019-942 — Dudley Metropolitan Borough Council
Summary: We will not investigate Mr X’s complaint about the way works were carried out on his property under a grant provided by the Council. We are unlikely to find fault to warrant investigation and it is reasonable to expect Mr X to apply to the Courts who are better …
LGO (Local Government & … Other Categories Apr 2025
24-023-217 — Birmingham City Council
Summary: We will not investigate Mr X’s complaint about damage caused when completing minor adaptations. The Council’s contractor has offered to take appropriate steps to rectify the damage and further investigation by us is unlikely to lead to a different outcome.
LGO (Local Government & … Adult Care Services Jul 2025
25-000-958 — London Borough of Waltham Forest
Summary: We will not investigate Mr X’s complaint the Council owes his business money. That is because the Courts are best placed to deal with contractual matters.
LGO (Local Government & … Other Categories Sep 2025
25-010-295 — Westmorland and Furness Council
Summary: We will not investigate this complaint about the Council’s involvement with Mr X. This is because most parts of the complaint are late and therefore outside our jurisdiction. Additionally, of the parts that are not late, Mr X has an alternative legal remedy through the courts to resolve his …
LGO (Local Government & … Other Categories Nov 2025
24-009-056 — Essex County Council
Summary: We will not investigate this complaint about a claim for compensation following a loss of business during a road closure. This is because there are other organisations better placed to assess the complaint.
LGO (Local Government & … Transport And Highways Oct 2024
201305176 — Dundee City Council
Mr C submitted a quote to the council to provide them with equipment for a piece of work they were doing. He explained that he prepared a specification and submitted the quote on the basis that he would be considered a 'specialist supplier' and that, as a result, no other …
SPSO (Scottish Public Se… Local Government Partly Upheld Jan 2015
25-009-880 — West Northamptonshire Council
Summary: We will not exercise discretion to investigate this complaint about the Council charging a landlord for improvement works identified in 2024. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.
LGO (Local Government & … Housing Dec 2025
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