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 (22 008 801)

    Category: Education Date: 15-Mar-2023

    Summary

    Mrs X complained the Council did not provide her child, Y, with alternative provision when they were unable to attend school for several months due to mental health matters. The Council was at fault. It did not consider whether it had a statutory duty to provide alternative provision for Y as soon as it became aware. The Council has agreed it will apologise to Mrs X and Y for the distress, frustration and uncertainty the matter caused them and for the education Y missed. The Council will make a symbolic payment to Mrs X and Y to recognise this. The Council will also remind staff of the duty it needs to consider to arrange alternative provision for children out of school due to health reasons, in line with guidance.

    Service improvements

    The Council will remind relevant staff that it has a duty to consider individual circumstances in deciding whether it has a statutory duty to provide alternative provision for children out of school due to illness, exclusion or otherwise.

  • Cumbria County Council (21 012 509)

    Category: Education Date: 27-Jan-2023

    Summary

    Mrs B complained about how Cumbria County Council considered her application and appeal for home to school transport for her child. The Council wrongly relied on a blanket policy that failed to take into account the safety of the route to boarding/alighting point or the difficulties in accessing this. The Council has since made new arrangements for home to school transport, and has agreed to make changes to its policy.

    Service improvements

    Because of local government restructuring in the Cumbria region in April 2023, the Council will take the following actions to address the systemic issues this complaint identified: •review and amend that part of school transport policy which states it does not assess the safety of routes to pick up points. The Council should consider changes to the policy to ensure it complies with the statutory guidance and make clear that it will consider the suitability of arrangements for the entirety of the route to school including safety of routes to pick up points in future; and •share the learning from its review with the Chief Executives, Monitoring Officers and relevant Portfolio holders at Cumberland and Westmorland & Furness Councils

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