Service improvements

Cornwall Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 (25 013 974)

    Category: Education Date: 18-Aug-2026

    Summary

    Ms X complained the Council failed to provide alternative education provision to her son while he was unable to attend school. She also complained the Council failed to provide her son with the required special education provision during this period. Ms X also complained the Council delayed reviewing her son’s Education, Health and Care Plan and failed to consider its safeguarding duties. Ms X says the Council’s actions caused a deterioration in hers and her son’s mental health and left her son without a suitable education. We found fault by the Council. The Council has agreed to provide Ms X with an apology and a financial remedy and to provide training to relevant staff.

    Service improvements

    Provide evidence of training to relevant staff regarding the Principles of Good Administrative Practice and the Council’s own Section 19 policy, specifically regarding the need to retain proper and appropriate records and to record the reasons for decisions madeProvide the Ombudsman with a copy of the Council’s revised policy regarding its process for passing information from its Attendance Team (regarding absence from school and the potential requirement for an emergency review of an absent child’s Education, Health and Care Plan) to its special educational needs caseworkers

  • Cornwall Council (25 004 700)

    Category: Education Date: 12-Apr-2026

    Summary

    The Council was at fault. It delayed issuing Miss X’s child, Y’s, Education, Health and Care Plan in line with the statutory timescales. It also failed to properly consider the education Y received between November 2024 and mid-December 2025. The Council will pay Miss X a symbolic payment for the frustration and her delayed appeal rights, apologise and pay Miss X a symbolic payment for the uncertainty it caused her. The Council will put in place a service improvement.

    Service improvements

    The Council will review how it makes and stores clear and accurate records of section 19 decision making.

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