Service improvements

Cumbria County 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 Cumbria County Council as a CSV file.

  • Cumbria County Council (22 010 820)

    Category: Children's care services Date: 08-Feb-2023

    Summary

    Mr X complained the Council has delayed investigating his complaint at stage three of the children’s statutory complaints procedure. The delay has caused frustration and distress and means his complaint remains unresolved. The Council is at fault. It has agreed to hold the stage three panel within 30 working days and pay Mr X £200 in recognition of the frustration and distress caused by the delay. It will also review its procedures.

    Service improvements

    The Council will remind relevant officers that stage 3 panels held under the childrens statutory complaints procedure should be conducted within 30 working days of the request, and if officer availabilty is causing delay, the panel chair has discretion to decide to proceed without them.

  • Cumbria County Council (22 006 918)

    Category: Children's care services Date: 14-Nov-2022

    Summary

    Mrs X complained the Council delayed investigating her complaint at stage two of the children’s statutory complaints procedure. She said the delay caused her frustration and distress. The Council was at fault as failed to complete the stage two investigation within the statutory timescales. The Council has agreed to complete the stage two investigation within 65 working days, pay Mrs X £100 in recognition of the frustration and distress caused and review its procedures.

    Service improvements

    The Council will review its arrangements for completing investigations at stage two of the children's statutory complaints procedure to ensure it has sufficient resources in place to comply with the statutory timescales.

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