Service improvements

Cheshire East Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 11 - 12 of 12 cases with service improvements

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

  • Cheshire East Council (22 011 312)

    Category: Adult care services Date: 02-Apr-2023

    Summary

    Mrs L complained about the way the Council handled her mother, Mrs X’s direct payments. Mrs L said the Council was misleading and confusing in its communication and demanded payment Mrs X did not owe. The Council failed to provide clear and transparent financial information, incorrectly calculated Mrs X’s account three times and delayed in pursuing the debt for 20 months. The Council will write off Mrs X’s outstanding charges and pay Mrs X and Mrs L £200 each to recognise the frustration and uncertainty this caused.

    Service improvements

    The Council will remind relevant staff that where discrepancies arise in audits of direct payments for adult social care needs, to ensure the reasons for this are clearly explained to the person.The Council will remind relevant staff of the importance of providing clear and transparent information to people using direct payments for their adult social care needs, to ensure people understand their responsibilities when accessing direct payments both at the point of arranging them and following any audit.

  • Cheshire East Council (22 000 449)

    Category: Environment and regulation Date: 27-Apr-2023

    Summary

    Mr Q is making a complaint on behalf of his daughter (Miss G). He says the Council has failed to resolve issues relating to household bins being left for collection at a designated site which is close to Miss G’s home. We found the Council was at fault for not taking agreed enforcement action for apparent breaches to the rules which were repeated and long lasting. The Council had agreed to control this problem when we investigated the issue in 2019. It failed to do so and bins and household waste has often been left outside Miss G’s home for days unchallenged. This caused her an injustice because the fault adversely impacted on the use and enjoyment of her home. The Council has agreed to our recommendations for the Council to remedy the injustice suffered.

    Service improvements

    TheCouncil will arrange to monitor the situation with the bins in the complainant's area withinthe limited resources available to it. Patrols will be put in place by officersfrom the relevant Council department to monitor fly-tipping and we will usethis resource as a way to monitor the situation.

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