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.

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 (24 023 192)

    Category: Education Date: 04-Feb-2026

    Summary

    Mrs X complained about the unsuitable transport the Council provided for her child which led to harmful incidents and inappropriate restraint. We found the Council at fault for not offering Mrs X formal escalation or an appeal with its decision, not properly recording evidence to support its decisions, and failing to carry out a risk assessment. This caused significant frustration, uncertainty and distress to the family. The Council has agreed to apologise, make a symbolic payment, and review its policy to ensure parents can formally challenge decisions about transport arrangements.

    Service improvements

    The Council should review its school transport policy to include what formal process parents should follow when they do not agree with the Council’s travel arrangements for their child, including timescales; andOnce in place, the Council should write to relevant staff about this process and ensures all decision letters about transport arrangements to parents signpost them to this process (for example, by creating a letter template).

  • Kingston upon Hull City Council (24 020 630)

    Category: Education Date: 21-Jul-2025

    Summary

    Miss X complained the Council failed to complete an Education, Health and Care needs assessment for her child, Y, within the statutory time limits. She also complained of poor communication from the Council. We found the Council at fault for not completing the assessment within the statutory timescales and for its poor communication. This fault caused injustice to Miss X. The Council has agreed to make a payment to recognise Miss X’s distress and make changes to improve its service.

    Service improvements

    The Council will amend its webpages regarding applying for a primary or secondary school place to explain:• how parents should apply for a school place whilst still awaiting the outcome of an Education, Health and Care needs assessment; and,• how this process may change if the Council later decides to issue their child with an Education, Health and Care Plan.

  • Kingston upon Hull City Council (24 012 465)

    Category: Education Date: 15-Jul-2025

    Summary

    Mr and Mrs X complained the Council delayed providing their child, Y with an education placement or an appropriate education following an Education, Health and Care (EHC) Plan review in 2023. The Council was at fault. It failed to keep oversight of Y’s education or decide whether alternative provision was appropriate when they were out of school. It then failed to ensure Y could attend their named placement in the EHC Plan. It meant Y went without education for three terms. The Council also failed to issue an amended EHC Plan naming a post-16 placement in Y’s phase transfer year. The Council agreed to apologise and make payments to Mr and Mrs X and Y to recognise the impact on Y’s education and the distress and uncertainty caused.

    Service improvements

    The Council will remind relevant officers to keep oversight and decide whether it has a duty to provide alternative provision when it becomes aware a child is not attending school.The Council will remind Special Educational Needs and Disability officers of the duty to carry out phase transfer annual reviews and issue amended Education, Health and Care Plans in line with statutory timescales naming a post-16 educational placement by 31 March in the year of transfer.

  • Kingston upon Hull City Council (24 003 617)

    Category: Education Date: 30-Jul-2025

    Summary

    Mrs X complained that the Council and Integrated Care Board did not deliver the provisions of her daughter, Y’s Education and Health and Care Plan. This led to frustration and distress for Mrs X. We found fault with both the Council and Integrated Care Board leading to the distress Mrs X has suffered. The Council and Integrated Care Board agreed to take actions to remedy this situation for Mrs X.

    Service improvements

    The Council should write to the complainant to outline what work they have done, or intend to do, to improve the timeliness of providing desensitisation plans to children with similar learning needs.

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