Service improvements

Bath and North East Somerset Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 Bath and North East Somerset Council as a CSV file.

  • Bath and North East Somerset Council (24 022 684)

    Category: Education Date: 06-Oct-2025

    Summary

    The Council was at fault for failing to provide school transport for Miss X’s child Y to the school named in their Education, Health and Care Plan. The Council will apologise to Miss X for the avoidable frustration caused by its fault. It will also provide school transport for Y, reimburse Miss X for the mileage costs she incurred in taking Y to school, and take steps to prevent recurrence of the same fault.

    Service improvements

    The Council will provide training to school transport officers and other relevant staff on home to school transport and the statutory guidance ensuring this covers applications from pupils where there is only one school named in their Education, Health and Care Plan.

  • Bath and North East Somerset Council (24 010 815)

    Category: Education Date: 27-Apr-2025

    Summary

    Mrs D complained the Council failed to provide alternative and special educational needs provision for her son, J, when he stopped attending school. We found fault which caused uncertainty to Mrs D and J. The Council has agreed to apologise and make a payment to remedy this.

    Service improvements

    Share this decision statement with the staff involved in the development of the Council's children not in school policy.

  • Bath and North East Somerset Council (24 010 640)

    Category: Education Date: 10-Apr-2025

    Summary

    Mrs X complained about the Council’s failure to secure educational provision in her child’s Education, Health and Care Plan. Mrs X said not receiving that necessary support badly affected her child’s education and wellbeing and caused distress. We found there was avoidable delay by the Council in securing provision in the Plan. In recognition of the resulting avoidable distress and time and trouble, the Council agreed to secure the educational provision and both apologise to Mrs X and make a symbolic payment of £1,000.

    Service improvements

    To improve its complaints handling, the Council agreed to: • Write to service managers responsible for complaints handling and instruct them to check if complainants want a stage 2 complaint response if this is not clear from their correspondence. • Write to complaints officers to remind them of the importance of both opening all messages posted to its online complaint service and then responding to them quickly and in line with relevant published time targets.

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