Service improvements

Kingston upon Hull City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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.

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Kingston upon Hull City Council (24 015 537)

Category: Children's care services Date: 20-May-2025

Summary

The Council failed to investigate Ms X’s complaint using the children’s statutory complaints procedure when it should have done. It also delayed responding to Ms X’s complaint through its corporate complaints procedure. The Council’s faults have caused Ms X avoidable frustration and uncertainty. In recognition of this, the Council has agreed to apologise, pay Ms X £250 and carry out service improvements.

Service improvements

The Council has agreed to remind complaint handling staff of the importance of using the Council’s screening tool for ensuring that complaints which should be investigated under the children’s statutory procedure are not missed in future.The Council has agreed to demonstrate that it has considered what caused the delays in its corporate complaints handling in this case and has taken steps to prevent these delays in future.

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