Service improvements

Durham County Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 Durham County Council as a CSV file.

  • Durham County Council (21 008 663)

    Category: Education Date: 02-Mar-2022

    Summary

    Mr X complained that the Council failed to provide suitable home to school transport. There was no fault in the Council’s decision making. It offered Mr X’s child a door-to-door taxi, which was suitable for the child’s needs. The Council was not legally required to offer transport that fitted around Mr X’s work or the family’s arrangements for their other children to get to school. There was some fault in the Council’s complaint handling for which it has offered Mr X a suitable time and trouble payment.

    Service improvements

    The Council's transport appeal arrangements are not in line with Government Guidance, the Council should consider this as part of its current review of its home to school transport policy.

  • Durham County Council (21 002 942)

    Category: Education Date: 25-Jan-2022

    Summary

    Mrs C complained the Council wrongly refused her daughter free school transport when she moved to a new school. The Council has since agreed to provide Mrs C’s daughter with free school transport. However, we found the Council at fault for failing to provide a school transport appeal process for Mrs C as set out in the Government’s statutory guidance. The Council agreed to apologise to Mrs C for the uncertainty this caused and review its school transport policy.

    Service improvements

    b)review its Home to Primary, Secondary and Special School Transport Policy to ensure it provides an appeal process as set out in the Government’s Home to School, travel and transport statutory guidance.

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