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 - 4 of 4 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 (22 002 651)

    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.

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