Service improvements

Cheshire East 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 - 6 of 6 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 (25 002 898)

    Category: Adult care services Date: 19-Mar-2026

    Summary

    Ms X complained about the Council’s handling of Mr Y’s care charges and financial assessment. She also complained about the Council’s delay in discharging Mr Y from respite care, and said it failed to explain why he could not go home after the initial six-week reablement period. The Council is at fault for delay in making an occupational therapy referral. It is also at fault for the way it communicated with Ms X about the charges. This caused avoidable uncertainty and distress. The Council has agreed to apologise, make a payment, and make a service improvement.

    Service improvements

    The Council has agreed to send written reminders to relevant staff of the importance of providing clear information about charging and the financial assessment process to service users. In line with the Care Act guidance, this information should include what people are likely to pay towards their care and support needs. The Council should ensure they accurately record, in detail, any discussions and advice given around this.

  • Cheshire East Council (24 017 816)

    Category: Adult care services Date: 28-Sep-2025

    Summary

    Mr X complained the Council incorrectly assessed his mother’s disability related expenditure when reviewing her financial assessment linked to care costs. We found fault because the Council applied a blanket approach to the disability related costs it would write off which it should not have done. To remedy the injustice caused, the Council has agreed to apologise to Mr X and his mother, review her financial assessment, update its charging policy and guidance and share this with relevant staff.

    Service improvements

    The Council will review and amend its adult social care non-residential charging policy and any associated disability related expenditure (DRE) documentation or guidance issued to officers. It will do this to reflect there should be no DRE limit equivalent to the amount of disability related benefit a person receives when it writes off DRE in its financial assessments. This will help to ensure it does not fetter its discretion by adopting such a limit.

  • Cheshire East Council (24 017 097)

    Category: Adult care services Date: 09-Sep-2025

    Summary

    There was fault in the way the Agency provided care to Mrs D and in its record keeping. The Council has agreed to apologise, provide a financial remedy and carry out a service improvement.

    Service improvements

    Ask the Agency to remind staff of the regulations and policies regarding record keeping in care provision and medication.

  • Cheshire East Council (24 016 532)

    Category: Adult care services Date: 12-Nov-2025

    Summary

    Ms Y complained on behalf of Miss X that the personal budget in her care plan did not meet her care and support needs. We find the Council at fault for not following the statutory guidance when it completed its assessment and care plan for Miss X, and for inadequate complaint handling. This caused significant distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and make service improvements.

    Service improvements

    The Council has agreed to remind relevant officers of the Council’s duties including: clearly recording eligible needs, identifying any eligible needs being met by a carer, recording the number of hours of care, reviewing care plans in line with the statutory guidance.

  • Cheshire East Council (24 010 821)

    Category: Adult care services Date: 14-Apr-2025

    Summary

    Mr Y complained about the Council’s delay in telling his late mother, Mrs Z, about her care charges and that it calculated her charges incorrectly. The Council was at fault for significant delay. There was no fault in the way it calculated the care charges. The Council has agreed to apologise to Mr Y and make a payment to acknowledge the frustration and uncertainty he was caused. It has also agreed to review the way its finance and social work teams communicate to prevent similar delays in future.

    Service improvements

    The Council has agreed to review its processes to ensure better communication and follow up between social workers and its finance team where it appears that financial assessments may be necessary and are not showing as completed for council funded care and support.

  • Cheshire East Council (23 021 149)

    Category: Adult care services Date: 22-Apr-2025

    Summary

    There was fault in the way the Council carried out a safeguarding enquiry into concerns about a care home. This meant there is uncertainty of what would have happened if the enquiry had been carried out differently. The Council has agreed to apologise, pay a symbolic financial remedy and review its practice.

    Service improvements

    •Review how it responds to safeguarding referrals to ensure that referrals are not missed.

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