Service improvements

City of York Council

Showing service improvements between 1 April 2018 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 - 7 of 7 cases with service improvements

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  • City of York Council (24 001 411)

    Category: Adult care services Date: 26-Jun-2025

    Summary

    We do not uphold G’s complaint about City of York Council and NHS Humber and North Yorkshire Integrated Care Board’s decision to reduce their section 117 aftercare in December 2023. However, the Council and ICB should have reviewed G’s aftercare need before they left hospital in March 2024. That caused them distress, and the organisations should jointly apologise for that.

    Service improvements

    The Council should ensure relevant staff are aware of their responsibilities to assess someone's section 117 aftercare needs in line with Section 33 and 24.10 of the Mental Health Act: Code of Practice.

  • City of York Council (23 013 454)

    Category: Adult care services Date: 26-Jun-2024

    Summary

    The complainant (Mr X) said the Council had failed to update his wife’s (Mrs X) direct payments with the inflationary increase from April 2023. We found fault with the Council’s lack of action as well as with the inadequate communication with Mr X and its failure to respond to his complaint. The Council’s fault caused Mr X frustration. He spent much time contacting the Council and other organisations. The Council agreed to apologise and make symbolic payments to recognise Mr X’s distress and his time and trouble. The Council also agreed to carry out some service improvements.

    Service improvements

    The Council will remind its Adult Social Care staff of the importance of timely communication with the service users and of taking their individual circumstances into account.The Council will review its complaint handling for the Adult Social Care complaints to ensure they are properly recorded and responded to in accordance with the Council's policy.

  • City of York Council (23 011 019)

    Category: Adult care services Date: 17-Jun-2024

    Summary

    Mr B complained about the care provided by a care agency, the Council’s and the agency’s communications with him and the agency’s records. We have not found fault with the care provided by the agency or the Council’s and the agency’s communication with Mr B. However, there was some fault in the agency’s record keeping. The Council has agreed to apologise and to remind the agency of the importance of good record keeping.

    Service improvements

    Remind the Agency of the importance of good record keeping.

  • City of York Council (22 015 072)

    Category: Adult care services Date: 15-Nov-2023

    Summary

    There was fault by the Council which failed to address Mr X’s complaint about the Deprivation of Liberty Safeguards for his mother Mrs Y. There was also delay in giving feedback on safeguarding enquiries. This caused avoidable distress, frustration and time and trouble. The Council will apologise, make Mr X a symbolic payment and review its procedures for requests for standard authorisations.

    Service improvements

    The Council will review and amend its policy of not completing Deprivation of Liberty standard authorisations when a person is in hospital.

  • City of York Council (22 005 428)

    Category: Adult care services Date: 03-Jan-2023

    Summary

    Mrs X complained about the care provided to her daughter by the Council, delay with setting up direct payments, and its safeguarding investigations. There was fault with the Council not following part of its safeguarding policy but there was no injustice as the risk had been removed. We found fault as the Council did not meet her daughter’s needs consistently for a long period. It also delayed considering Mrs X’s needs as a carer. These faults caused Mrs X significant distress. There was delay in setting up direct payments which further caused uncertainty and frustration. The Council has agreed to our recommendations to remedy the injustice caused.

    Service improvements

    The Council will issue reminders to appropriate staff to ensure they consider carrying out a carers assessment if it appears a carer may have any level of need for support.The Council will issue reminders to appropriate staff to ensure guidance and support is given when asked about direct payments and ensure proper consideration is given to these requests.

  • City of York Council (22 001 187)

    Category: Adult care services Date: 16-Oct-2022

    Summary

    Mrs F complained about the Council’s decision to apply a top up on her mother’s care charge contributions. She also complained about the advice and support she received. We found fault in the way the Council applied its top up charge and the support it provided Mrs F with finding suitable care homes for her mother. The Council agreed to apologise to Mrs F, remove its top up charges, and make payment to acknowledge the injustice this caused her.

    Service improvements

    The Council will review its existing policy to ensure a consistent approach on top up charges. This includes where an individual has been assessed to be able to afford a more expensive care home, has refused the Council’s offer of a care home and agreed to meet such charges in writing. The Council has no duty to source care arrangements for service users who are self-funders of their care.The Council will provide training to its staff to ensure timely accurate advice and guidance is provided to residential care users, or their representatives, regarding top up charges. And, where applicable, requests for support with finding suitable care homes are actioned without delay.

  • City of York Council (21 011 789)

    Category: Adult care services Date: 15-Aug-2022

    Summary

    Mr and Mrs X complained the Council poorly managed their child, Y’s, transition from children’s services to adult services as a care leaver. They say this caused them and Y distress and affected Y’s health. They also say the Council handled their complaint poorly. The Council is at fault. There were faults during the transition planning process and with complaints handling. The Council has agreed to apologise to Mr and Mrs X and Y, make remedy payments in recognition of the uncertainty and distress caused and act to improve its services.

    Service improvements

    The Council will remind relevant officers that complaints about the actions of the Council's children's services fall under the children's statutory complaints procedure, regardless of the young person's age when the complaint is raised.The Council will review its procedures for transition planning with young people approaching 18, in particular how it ensures plans for post-18 accommodation are in place well before the young person's 18th birthday.

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