Service improvements

Cheshire East Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 2 of 2 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 (23 018 188)

    Category: Adult care services Date: 31-Oct-2024

    Summary

    The complainant says the Council’s assessment of residential care charges is flawed, and it wrongly took safeguarding action. The Council is at fault for not providing proper reasons for some residential care charges and for the way it completed safeguarding. To remedy the anxiety, time and trouble, the errors caused; the Council has agreed to apologise to the complainant and make a symbolic payment. It will also provide clear reasons for its charging decision and make service improvements.

    Service improvements

    The Council should review what happened in the safeguarding process to see whether any changes are needed to ensure as far as possible the same fault does not occur again;The Council should remind staff, and if necessary, provide staff training on the need to give proper reasoned decision when making decisions on a deprivation of capital.

  • Cheshire East Council (23 005 368)

    Category: Adult care services Date: 10-Sep-2024

    Summary

    Mrs K complained the Council and the Integrated Care Board (ICB) stopped paying for Miss D’s housing costs when the property changed to supported housing. She said this resulted in Miss D depleting her savings because she had to pay rent and incurring legal charges as she had to seek specialist legal advice. We found fault in the way the Council and the ICB decided to stop paying for Miss D’s housing costs as her accommodation should have been provided without charge in line with the terms of the Mental Health Act 1983. The legal fees she owes could have been avoided were it not for the faults. The Council and the ICB have agreed to our recommendations and will repay Miss D over £59,000 she paid for rent plus interest and pay her avoidable legal fees. They will also improve their processes and determine if others have been affected in a similar way.

    Service improvements

    The Council will complete a review and determine whether any other residents have been affected in a similar way to Miss D's situation. It will decide whether they have been caused injustice such as being out of pocket and put things right if necessary. It will confirm the out of the review to the Ombudsman detailing what action it has taken.The Council will ensure all staff whose responsibilities may include administering, commissioning, assessing for or providing section 117 aftercare have knowledge of the relevant law, guidance and policy, as appropriate to their roles. They will provide training as necessary.The Council will remind all its staff involved in this case that the duty to pay for accommodation which is part of section 117 aftercare services is imposed on the Council and relevant health authority until such time they are satisfied a person can be discharged from section 117 and not simply because the status of a property may change to supported living accommodation. It will remind its staff that those entitled to section 117 aftercare accommodation should not be told to claim housing benefit as set out in their joint policy.

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