Service improvements

Essex 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 Essex County Council as a CSV file.

  • Essex County Council (21 013 721)

    Category: Other Categories Date: 24-May-2022

    Summary

    Ms X complains the Council has not dealt with her mother’s death properly. The Council is at fault because it did not provide information, delayed sending the death certificate and did not respond to Ms X’s complaint clearly. The Council has agreed to apologise to Ms X, pay Ms X £175, provide information, provide guidance to staff and review its complaint responses.

    Service improvements

    Ensure that a copy of or link to the Guide to Coroner’s Services booklet is provided to every Interested Person following a death referred to the CoronerProvide guidance to staff that case record entries must record the provision of the Guide and should provide an accurate summary of matters discussed over the telephone with Interested PersonsProvide guidance to staff to ensure its complaint procedures are followed;Provide complaint response letter templates to ensure they include reference, where appropriate, to which stage of the complaints process they are issued under and how the complainant may progress their complaint if they are unhappy with the response.

  • Essex County Council (21 011 373)

    Category: Other Categories Date: 29-May-2022

    Summary

    Mr X complains the Council has not dealt with his father’s death properly. The Council is at fault because it did not provide information, took too long to allocate a Coroner’s Officer and did not offer the opportunity to view the body. The Council has agreed to apologise to Mr X, pay Mr X £100, provide information and provide guidance to staff.

    Service improvements

    Ensure that a copy of or link to the Guide to Coroner’s Services booklet is provided to every Interested Person following a death referred to the CoronerProvide guidance to staff that case record entries must record the provision of the Guide and should provide an accurate summary of matters discussed over the telephone with Interested Persons

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