Service improvements

London Borough of Sutton

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 - 6 of 6 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Sutton as a CSV file.

  • London Borough of Sutton (22 001 159)

    Category: Housing Date: 20-Oct-2022

    Summary

    We found fault with the way the Council responded when Miss X approached it as homeless. There were delays throughout the process that caused Miss X distress and frustration. The Council agreed actions to remedy the injustice to Miss X.

    Service improvements

    Review its section 198 (referral to another Council) guidance to ensure it is clear about its process if there are delays or disagreements with the other Council. The learning from this complaint should be used to inform the review.

  • London Borough of Sutton (22 001 014)

    Category: Children's care services Date: 26-Oct-2022

    Summary

    Mrs X complained the Council failed to act on the agreed actions in a Children in Need plan put in place for her daughter, C. The Council has delayed carrying out the agreed actions in the plan and offered in response to the complaint. The Council should make payment to remedy the impact on Mrs X and C and make changes to its policies and procedures.

    Service improvements

    The Council has agreed to review its policy and procedure for review and closure of CIN plansThe council will remind staff of the importance of ensure CIN pls objectives had been met.The Council will also review the policy guidance on carers assessment to make sure there is clear information.

  • London Borough of Sutton (21 018 408)

    Category: Adult care services Date: 15-Nov-2022

    Summary

    There was delay by the Council in authorising a deprivation of Mr Y’s liberty which was fault. The fault did not cause Mr Y distress. The Council will apologise to Ms X, make her a symbolic payment to reflect her avoidable distress and time and trouble complaining and take action described in this statement.

    Service improvements

    The Council will provide a copy the amended screening processes for the Deprivation of Liberty Safeguards Team.

  • London Borough of Sutton (21 017 702)

    Category: Children's care services Date: 18-Aug-2022

    Summary

    Mr G complained the Council refused to respond to his complaint at the second stage of the Children Act complaints process and would not tell him the reasons for its decision. The Council has now agreed to resume the complaints process.

    Service improvements

    The Council will review its arrangements for Children Act complaint handling, and those of any agencies the Council uses to carry out investigations on its behalf, to ensure they comply with the law, regulations and statutory guidance.

  • London Borough of Sutton (21 014 290)

    Category: Adult care services Date: 27-Jun-2022

    Summary

    Mr B applied for a deferred payment arrangement for residential care fees. The Council rejected it because of a first charge on the property but did not say what other types of security it may accept. This goes against the requirements of the care and support statutory guidance; the Council must have a publicly available policy explaining what types of alternative security it will consider and must clearly explain this. The outcome may have been the same, as the Council may have declined any alternative. The Council will apologise to Mr B for failing to have the relevant policy and failing to give him adequate advice. The Council will produce the required policy and remind staff they must tell people about alternative options of security for a deferred payment arrangement.

    Service improvements

    Create an explicit and publicly accessible policy of what other types of security the Council is willing to consider in addition to a first charge, in accordance with the requirements of the care and support statutory guidance.Tell relevant staff of the requirements in the care and support statutory guidance section 9.30 detailing the minimum information it must explain, including the types of security it is prepared to accept. The Council may need to issue some interim guidance to staff on this issue until the required policy is complete.

  • London Borough of Sutton (21 013 254)

    Category: Adult care services Date: 04-May-2022

    Summary

    Ms X complains about delays by the Council in concluding and sending her copies of its assessments. I have found fault in the Council’s actions because delays incurred by the Council were unreasonable to Ms X. These delays caused an injustice to Ms X as she was later deemed eligible for Council support that she did not receive until it concluded its assessment. Further, Ms X spent time chasing and complaining to the Council. The Council has agreed to our recommendations.

    Service improvements

    Explain what it will do toprevent staff absence delaying any part of the assessment process in future.Explain what it will do toprevent staff absence delaying any part of the assessment process in future.

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