Service improvements

Kingston upon Hull City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 6 of 6 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 (24 009 676)

    Category: Children's care services Date: 17-Feb-2025

    Summary

    Miss X complained the Council failed to act on her complaint, under the statutory children’s complaints procedure, into its handling of child protection proceedings involving her children. The Council is at fault for its consideration of parts of Miss X’s complaint and has failed to properly remedy the impact of its failings on Miss X. The Council has agreed to apologise, make a payment to Miss X and develop a specific action plan for its approach to victims of domestic abuse.

    Service improvements

    The Council has agreed to develop a specific action plan for its approach to members of families it is working with who are victims of domestic abuse. The Council will share a copy of the plan with the Ombudsman.The Council has agreed to share the Ombudsman decision, and its action plan on its work with victims of domestic abuse, with the relevant committee of elected members to reflect on the lessons learned.

  • Kingston upon Hull City Council (24 006 478)

    Category: Children's care services Date: 14-Oct-2024

    Summary

    Ms X complained the Council did not consider her complaint about Special Guardianship and foster payments for a child she cares for through the children’s statutory complaint procedure. The Council was at fault for failing to consider Ms X’s complaint through the children’s statutory complaint procedure. The Council will apologise and pay Ms X a symbolic amount to recognise the frustration caused to her, and consider her complaint through the correct procedure.

    Service improvements

    The Council will review how it screens complaints about Special Guardianship and foster care payments and ensure the screening process is in line with the statutory guidance as to whether a complaint should be considered through the corporate complaint procedure or the children's statutory complaint procedure.

  • Kingston upon Hull City Council (24 002 544)

    Category: Children's care services Date: 11-Nov-2024

    Summary

    Miss X complained the Council failed to protect her grandchild, Y. Miss X said the Council delayed sharing information about Y being subject to child protection planning with her. The Council was at fault which put Y at risk of harm. The Council has already upheld Miss X’s complaint, apologised and agreed to put in place staff training, improve its service and reimburse costs to Miss X. The Council will also pay Miss X a symbolic payment for distress and uncertainty caused to her.

    Service improvements

    The Council will provide evidence it has put in place senior management level training and development on overriding consent when children are at risk or of suffering significant harm.The Council will provide evidence it has disseminated the 2023 Working Together guidance and held training on this.The Council will provide evidence it has held workshops for social workers and managers on holding family network meetings.The Council will provide evidence of senior manager reflection when a new manager was in post and child protection case supervision would take place within 20-working days of a new manager being responsible.

  • Kingston upon Hull City Council (24 001 676)

    Category: Education Date: 06-Oct-2024

    Summary

    Miss X complains the Council has not dealt properly with her son Y’s Special Educational Needs. The Council has not completed annual reviews for her son’s Education Health and Care Plan. Miss X suffered avoidable distress and her son missed special educational needs provision. The Council has agreed to apologise, pay Miss X £200 for distress, pay Miss X £6,000 for missed provision and review its processes.

    Service improvements

    Review its processes and provide guidance to staff to ensure that EHC Plan annual reviews are undertaken within the statutory timescales.

  • Kingston upon Hull City Council (24 000 331)

    Category: Education Date: 11-Dec-2024

    Summary

    Miss Y complained the Council failed to deliver the special educational provision in her child, Z’s Education Health and Care Plan and provide them with a suitable education. We have found fault by the Council, causing injustice, in failing to: make sure Z received all the special education provision in their Plan and properly investigate Z’s circumstances when they were struggling to attend school. The Council has agreed to remedy this injustice by apologising to Miss Y, making payments to acknowledge the distress caused and impact on Z, and service improvements.

    Service improvements

    The Council has agreed to:review its procedures for making sure the SEN provision in EHC Plans it issues is being delivered and as a minimum, in line with our expectations,have systems in place to:• check the special educational provision is in place when a new or amended EHC Plan is issued or there is achange in educational placement;• check the provision at least annually during the EHC review process; and• quickly investigate and act on complaints or concerns raised that the provision is not in place at anytime.The Council has agreed to review the information and guidance it provides to parents and carers of children and young people when it issues EHC Plans about the action they can take if they have concerns about the delivery of the SEN provision including how and who to contact at the Council.

  • Kingston upon Hull City Council (23 018 665)

    Category: Education Date: 28-Aug-2024

    Summary

    Ms F complained her child did not receive a full-time education for two academic years. We partially upheld the complaint, finding the Council did not respond properly when learning of the child’s absences from school in September 2022. As a result there was some loss of education provision and distress caused to Ms F. The Council has accepted this finding and agreed action, set out at the end of this statement, to remedy that injustice and improve its service.

    Service improvements

    The Council agreed to issue advice to its Special Educational Needs case workers on what to do if evidence accompanying a request for an education, health and care needs assessment suggested a child was out of school and / or not receiving a full-time education. In these circumstances, the Council should consider if there is any support for schools and /or alternative provision it can make pending the outcome of the assessment inline with its duties under Section 19 of the Education Act 1996.

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