Service improvements

Cheshire East 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 - 1 of 1 cases with service improvements

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Cheshire East Council (21 012 021)

Category: Children's care services Date: 19-Jan-2022

Summary

Miss X complained the Council wrongly refused to allow her to escalate her complaints to stage 2 of the children’s statutory complaints procedures. The Council was at fault when it refused to go to stage 2 of the procedures. This caused Miss X avoidable frustration and time and trouble coming to the Ombudsman. It has agreed to apologise, pay Miss X £100 and move without further delay to stage 2. It has also agreed to carry out service improvements.

Service improvements

The Council agreed to remind relevant staff of its legal obligations under the statutory children’s complaints procedures, in particular its obligations to carry out a stage two investigation and the limited circumstances in which early referrals to the Ombudsman can be requested.

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