Service improvements

West Northamptonshire Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for West Northamptonshire Council as a CSV file.

  • West Northamptonshire Council (21 014 853)

    Category: Adult care services Date: 16-Feb-2022

    Summary

    We will not investigate this complaint about the Council’s communication with the complainant regarding payment of a deferred payment agreement account and delayed removal of the charge on his mother’s property. This is because it is unlikely we would now add to the Council’s investigation or achieve a significantly different outcome for him.

    Service improvements

    BinJ says it has learnt lessons from REP's experience and it has reminded all members of its financial assessment team of the importance ofdealing with all its customers in a polite and respectful manner

  • West Northamptonshire Council (21 005 839)

    Category: Children's care services Date: 30-Mar-2022

    Summary

    Ms X complained the Council appointed a social worker to work with her and her family who was unprofessional and caused her and her family distress. She also complained the Council failed to include her children’s views in its decision making and did not act on her complaints regarding her children’s foster care. She said this caused her and her family emotional distress. There was fault when the Council significantly delayed escalating Ms X’s complaint. The Council has agreed to issue Ms X with an apology and provide a £150 goodwill award. It should also remind its staff of the importance of keeping to required timescales. There was no fault found with the Council’s actions regarding its safeguarding of Ms X and her family.

    Service improvements

    The Council will remind staff of the importance of keeping to required timescales when complaint handling.

  • West Northamptonshire Council (20 009 340)

    Category: Education Date: 30-Mar-2022

    Summary

    There was fault in the way the Council drafted an EHC plan and a four-month delay in naming a school for secondary transfer and in providing a right of appeal. This was fault, delayed a right of appeal and caused unnecessary uncertainty and distress. Recommendations for an apology, financial payment and service improvements are made.

    Service improvements

    The Council will review its processes to ensure Education, Health and Care assessments and reviews meet phase transfer deadlines.The Council will reviews its processes to ensure relevant professional recommendations are included in Education, Health and Care plans and available to schools being consulted.

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