Herefordshire Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
80% Complaints upheld by Herefordshire Council
80% of complaints we investigated were upheld.
This compares to an average of 79% in similar authorities.
8 upheld decisions
View upheld decisionsAdjusted for Herefordshire Council's population, this is
4.2 upheld decisions per 100,000 residents.The average for authorities of this type is
4.6 upheld decisions per 100,000 residents.Statistics are based on a total of 10 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Herefordshire Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 4 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
25% Complaints with satisfactory remedy provided by Herefordshire Council
In 25% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 13% in similar authorities.
2 satisfactory remedy decisions
Statistics are based on a total of 8 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Herefordshire Council
Herefordshire man left for nearly a year in unsuitable care home
A Herefordshire man was left for 11 months longer than he should in an unsuitable care home, because busy social workers delayed finding him the appropriate care.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 008 257
Category: Education
Sub Category: Special educational needs
- The Council will remind its SEND staff of its duty to ensure it issues decisions which always sets out appeal rights to parents and young people. This includes when requests for Education, Health, and Care needs assessment or reassessments are received, and a decision has been made.
- The Council will review the current staffing levels within its special educational needs team and how it allocates cases. This is to ensure it has sufficient staff available to respond to and action Education, Health, and Care plan assessments and annual reviews within the statutory timescales, including when existing staff leaves or are unexpectedly absent.
Case reference: 24 002 513
Category: Environment and regulation
Sub Category: Antisocial behaviour
- The Council agreed to issue a reminder to all staff responsible for investigating complaints of potential statutory nuisance, on the importance of communicating the decision to end an investigation in writing. Also, to ensure that such decisions include reasons for ending the investigation.
Case reference: 23 018 878
Category: Education
Sub Category: Other
- The Council will review how it will ensure that adjudication letters are sent in line with the statutory complaints procedure.
- The Council has agreed to review how it will ensure that it considers our guidance on remedies for upheld complaints.
Case reference: 23 014 021
Category: Housing
Sub Category: Homelessness
- The Council has agreed to review how it responds to reports of disrepair made by residents in temporary accommodation and remind its housing staff that this is an important part of keeping the suitability of the temporary accommodation it provides under review.
Case reference: 23 013 891
Category: Adult care services
Sub Category: Assessment and care plan
- Provide guidance to staff to ensure consent is obtained prior to being accompanied on visits to service users.
Case reference: 23 007 100
Category: Transport and highways
Sub Category: Highway repair and maintenance
- The Council will show the Ombudsman that it has reviewed its highways and maintenance policy, to demonstrate how it has considered its duties under the Equality Act 2010 and assessed risks to protected groups under that Act.
Case reference: 23 006 249
Category: Children's care services
Sub Category: Other
- We identified recurrent fault by the Council in failing to use the statutory complaints procedure for children’s social care services when it should have. The Council agreed to:ensure a copy of our final decision is considered by the relevant scrutiny committee and cabinet member; andshare a copy of our final decision with all staff dealing with complaints about children’s social care services, to discuss and identify learning.
Case reference: 23 002 732
Category: Transport and highways
Sub Category: Rights of way
- Provide guidance to its highways maintenance service contractor and Council staff handling complaints, regarding effective complaint handling, as listed on the Ombudsman’s website.
Case reference: 22 010 094
Category: Planning
Sub Category: Enforcement
- The Council agreed to review how it deals with planning casework information received and held on individual officers’ email accounts. The aim of the review being to ensure the Council has effective procedures for ensuring such information is: • quickly moved to the appropriate case record and so available to all relevant officers, and or • readily accessible should any officer leave the Council’s employment or be absent for any significant time.
Case reference: 22 010 406
Category: Other Categories
Sub Category: Other
- The Council will remind staff:Of the Council's duty to make reasonable adjustments to a disabled person who would otherwise be placed at a disadvantage in accessing the Council's services.Where the Council does not consider a request to be reasonable, the Council should keep records showing clear consideration for how and why it made its decision.The Council should write to individuals to outline its decision, and reasons, on whether it agrees to the requested adjustments.
Last updated: 4 April 2015