Service improvements

London Borough of Sutton

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 7 of 7 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 (23 001 017)

    Category: Environment and regulation Date: 03-Sep-2023

    Summary

    Mrs X complained the Council delayed taking action following reports of blocked gullies in the road outside her property. Mrs X also complained about how the Council handled her complaint and says the Council’s actions caused her avoidable frustration. We found fault by the Council who agreed to provide a remedy to address the injustice identified.

    Service improvements

    Provide evidence the Council has agreed to provide complaints handling refresher training to its staff

  • London Borough of Sutton (23 000 904)

    Category: Children's care services Date: 22-Jun-2023

    Summary

    We found fault with the Council for the delay in completing stage two of the statutory children’s complaint procedure. This fault caused Mr X injustice. The Council agreed to apologise, complete stage two of the complaint procedure, make a symbolic payment and consider service improvements to ensure it meets the statutory children’s complaints timescales.

    Service improvements

    The Council will review its processes for investigating complaints under the children's statutory complaints procedure to consider whether any service improvements are required to ensure it completes investigations within the statutory timescales. The Council should provide us with the evidence it has complied with the above actions.

  • London Borough of Sutton (22 017 725)

    Category: Adult care services Date: 27-Jun-2023

    Summary

    Mr X complains the Council has failed deal properly with the request for a discretionary property disregard for his father’s home, where his sister still lives. The Council has failed to give proper consideration to Mr X’s request. It needs to reconsider his request and address the issues he has raised.

    Service improvements

    The Council has agreed to take action to ensure officers give proper consideration to exercising its power to make discretionary property disregards.

  • London Borough of Sutton (22 015 893)

    Category: Environment and regulation Date: 08-Dec-2023

    Summary

    There was fault by the Council, because it relied on the wrong part of the law to issue a fine to the complainant, when she left waste bags out for collection on the wrong day. The Council has agreed to apologise to the complainant and refund the fine, and to ensure its staff and contractors understand the Government’s guidance on this matter.

    Service improvements

    The Council has agreed to provide guidance to relevant Council staff, and to the enforcement agency, to ensure they are aware of and understand the Department for Environment, Food & Rural Affairs guidance on the use of fixed penalties for domestic waste receptacle offences.The Council has agreed to provide guidance to the enforcement agency explaining the purpose of an FPN and that it does not carry a right of appeal.

  • London Borough of Sutton (22 014 489)

    Category: Education Date: 15-Aug-2023

    Summary

    London Borough of Sutton and NHS South West London Integrated Care Board were jointly at fault for not providing health provision in Miss Y’s Education, Health and Care Plan. That put her at risk of harm and caused her distress and uncertainty. That fault also caused Miss Y’s father, Dr X, distress. Those organisations should apologise, carry out service improvements and make a symbolic payment to recognise the injustice Miss Y and Dr X suffered.

    Service improvements

    The Council (with the Integrated Care Board) should develop a joint policy in line with the SEN Code of Practice to ensure children receive the health provision set out in Section G of their Education, Health and Care Plan. That policy should include a specific arrangement for children who are ordinarily resident to Sutton but live outside the area.

  • London Borough of Sutton (22 009 987)

    Category: Education Date: 15-May-2023

    Summary

    Mrs X complains about the delay by the Council in issuing her son’s Education, Health and Care Plan (EHCP). She says the Council also ignored her request for reasonable adjustments when communicating with her. We find fault with the Council for the delay in issuing the final EHCP and for not carrying out the reasonable adjustments sought. We have agreed remedies to ensure this does not happen again.

    Service improvements

    The Council should look into how reasonable adjustments can be clearer on peoples' files.

  • London Borough of Sutton (21 011 145)

    Category: Education Date: 27-Apr-2023

    Summary

    Mrs X complains the Council has not dealt properly with her son Y’s education. The Council did not ensure Y’s Special Educational Needs (SEN) provision was met, did not consider whether Y needed alternative education provision properly and provided inaccurate information in its complaint response. Y lost some educational opportunity and Mrs X suffered avoidable distress. The Council has agreed to apologise, pay Mrs X £2025 for Y’s lost provision, pay Mrs X £200 for further avoidable distress, provide training and guidance to staff and provide a report to the Ombudsman.

    Service improvements

    Provide training to all staff regarding the Council’s responsibilities relating to section 19 alternative education provision.Provide guidance to staff relating to the EHCP annual review process and their responsibilities within it.Undertake a review at director level of this case and provide a report to the Ombudsman outlining its findings and detailing any additional learning or service improvements identified.

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