Service improvements

Cornwall Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Cornwall Council as a CSV file.

  • Cornwall Council (22 008 999)

    Category: Education Date: 30-Mar-2023

    Summary

    Miss X complains the Council failed to provide the agreed transport for Child Y, and failed to backdate the transport payments. The Ombudsman finds fault with the Council for poor record keeping, delaying making the agreed payments for transport support, and for failing to provide the agreed transport. The Council has agreed to pay a financial remedy, implement the agreed transport and carry out service improvements.

    Service improvements

    The Council has agreed to remind staff the importance of good record keeping and ensure that minutes are taken at every transport panel.The Council has agreed to review how it ensures that any payments for transport are made in a timely manner.The Council will review how it ensures those with disabilities can access the information about alternative forms of transport payments.

  • Cornwall Council (21 015 463)

    Category: Education Date: 29-Aug-2022

    Summary

    Mrs X complains the Council failed to provide her son, B, with suitable educational provision while he was unable to attend school. We find the Council at fault, which caused B to miss out on certain educational provision and Mrs X was caused stress and distress. To remedy this, the Council has agreed to apologise to B and Mrs X, make them several payments and make a number of service improvements.

    Service improvements

    the Council has also agreed to:• send a reminder to relevant staff of the need to promptly decide whether its section 19 duty has been triggered when a child is not accessing education due to health or medical reasons, including when it becomes clear the child is unable to access a reintegration programme for these reasons. Where the duty is triggered, staff should clearly record how they have assessed whether any educational provision is suitable to the child’s age, ability and aptitude and anyspecial educational needs they may have; and• share this decision with relevant staff.

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