Service improvements

Kingston upon Hull City 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 - 9 of 9 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Kingston upon Hull City Council as a CSV file.

  • Kingston upon Hull City Council (22 013 086)

    Category: Children's care services Date: 09-Mar-2023

    Summary

    The complainant (Miss X) said the Council failed in its support for her and her children who are in care. She complained about frequent changes of her children’s social workers, unsatisfactory communication and conditions of the contact centre for her meetings with the children. We found fault with the Council for refusing to consider Miss X’s complaint through its children’s statutory complaint procedure. This caused Miss X injustice. The Council agreed to apologise and consider Miss X’s complaint under its children’s statutory complaint procedure. The Council also agreed to provide its staff dealing with the children’s services complaints with a learning bulletin, highlighting Miss X’s experience.

    Service improvements

    The Council's staff dealing with the children's services complaint will receive a learning bulletin, highlighting this complaint and reminding them of the Council's responsibility in responding to complaints when care proceedings are ongoing. The Council will send us the evidence this has happened.

  • Kingston upon Hull City Council (22 010 668)

    Category: Housing Date: 23-Jan-2023

    Summary

    Miss X complained the Council failed to consider all factors in her appeal against its decision to end its main housing duty after it made her an offer of accommodation. Miss X said this affected her mental health. The Council was at fault for failing to inform Miss X of her right to appeal to the county court on a point of law. It should write to Miss X and apologise for the error and reissue her review letter informing her of her right to appeal to the county court.

    Service improvements

    The Council will update its homeless duty appeal decision letter template to include a standard paragraph about the right to appeal the Council’s decision to the county court.The Council will review all main homeless duty appeal decision letters it issued within the last six months and ensure it informs applicants of their right to appeal to the county court. If the Council did not inform applicants of their right to appeal, it should write to them and inform them of this right.

  • Kingston upon Hull City Council (22 010 019)

    Category: Other Categories Date: 26-Mar-2023

    Summary

    Mr X complains the Council did not have regard for its equality duties when implementing a scheme for people attending its theatre with their carers. Mr X also complains the Council did not properly address his concerns through its complaints procedure. We have not found the Council at fault for failing to consider the impact on individuals when devising its scheme. We have found fault in the Council’s response to Mr X’s complaint. We have made recommendations to remedy the injustice caused.

    Service improvements

    The Council will remind officers about its Access scheme, for people attending its theatre with their carers, and will remind officers of the need to make eligible people aware of the scheme at the point of booking.The Council will update the information published on its website about its Access scheme, for those attending theatre performances with their carers, so details can be more easily located by eligible individuals.The Council will carry out equality impact assessments on the concessionary schemes it operates for its theatre services, to ensure it has fully considered the impact of the schemes for those using them.

  • Kingston upon Hull City Council (22 005 755)

    Category: Children's care services Date: 31-Oct-2022

    Summary

    Ms X and her daughter Ms Y complained the Council's investigation into how it cared for Ms Y as a Looked After Child and communicated with Ms X was not sufficiently comprehensive. The Council was at fault for not considering Ms X and Ms Y’s complaint using the children’s statutory complaints procedure, but this did not cause them an injustice because the Council's investigation was thorough and identified significant failings which it has appropriately remedied. It has agreed to remind staff of the correct process for considering complaints that come under the remit of the children’s statutory complaints procedure.

    Service improvements

    The Council will remind its staff that mediation is not an alternative route for considering complaints that come under the remit of the children's statutory complaints procedure.

  • Kingston upon Hull City Council (22 002 651)

    Category: Adult care services Date: 06-Sep-2022

    Summary

    Mr X complains the Council has failed to deal properly with the charges for his father’s care, resulting in him receiving a bill for over £4,000 which he cannot afford to pay. The Council accepts it took too long to collect the charges. When it did, the charges were higher than it had said they would be, adding to Mr X’s confusion. The Council has agreed to waive £200 of the outstanding charges.

    Service improvements

    The Council has agreed to provide evidence it has taken action to prevent delays in collecting charges and to ensure that full costs payers are told if their charges are likely to fluctuate and could be higher than their assessed charge.

  • Kingston upon Hull City Council (22 002 632)

    Category: Adult care services Date: 22-Dec-2022

    Summary

    There was poor communication and lack of transparency in the Council’s financial assessment of Miss C. The Council failed to review Miss C’s direct payments on a yearly basis. The Council has agreed to apologise, pay a financial remedy and review the financial assessment and direct payments.

    Service improvements

    •Remind relevant officers of the requirement to carry out a yearly review of direct payments and ensure that a yearly review is carried out.

  • Kingston upon Hull City Council (22 002 448)

    Category: Adult care services Date: 20-Dec-2022

    Summary

    The Council was at fault for failing to deal with Mr X’s complaints of noise nuisance and anti-social behaviour in his supported accommodation. It was also at fault for failing to respond to his complaint at stage two of its process. The Council was not at fault in how it dealt with issues of disrepair and the quality of support provided or for ending his housing benefit. The Council has agreed to apologise, pay Mr X £150, and act to improve its services.

    Service improvements

    The Council has agreed to remind relevant staff of the circumstances in which a complaint should be considered at stage two of the complaints process, including where the complainant points out parts of the complaint not considered at stage one.

  • Kingston upon Hull City Council (22 001 202)

    Category: Adult care services Date: 31-Aug-2022

    Summary

    There was fault by the Council. The Council arranged home care for Mrs Y, but did not send her invoices for over 18 months due to a system failure. This meant that she received a large backdated invoice. The Council’s apology, waiving part of the bill and affordable payment plan remedies the injustice to Mrs Y. The Council will also review its procedures to ensure the fault does not recur.

    Service improvements

    The Council should review its procedures to ensure the fault which caused the delay in the financial assessment does not recur.

  • Kingston upon Hull City Council (21 006 452)

    Category: Education Date: 03-Jul-2022

    Summary

    The Council was at fault for a delay in deciding whether to reassess Y’s special educational needs, a delay in carrying out that reassessment and a failure to either provide full-time alternative education whilst Y was out of school or record the reasons part-time provision was a suitable education for him. The Council will make a payment to Y’s parents to remedy the uncertainty about whether the alternative education was suitable, and the frustration caused by the delays. It will work with relevant health bodies to prevent recurrence of the delays. The Trust was at fault for a delay in providing the advice the Council requested for the reassessment, and a failure to properly record the initial request and its response, for which it will apologise.

    Service improvements

    The Council will review its processes to ensure that following an annual review it either provides a decision on whether to cease, maintain or amend an Education Health and Care plan within statutory timescales, or provdies a decision within 15 days on whether it will carry out a reassessment of the child's needs.The Council will review its processes to ensure it identifies at an early stage what reports will be needed for an Education Health and care assessment or reassessment.The Council will review its approach to arranging alternative education to ensure it either provides a full-time alternative education or clearly records its reasons for deciding a part-time provision will be a suitable education for the child.The Council has prepared a draft protocol to address delays in obtaining health advice for Education Health and Care assessments. It will issue a final draft protocol within nine months and work towards full adoption within twelve months.

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