Service improvements

Middlesbrough Borough Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 3 of 3 cases with service improvements

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

  • Middlesbrough Borough Council (23 020 396)

    Category: Children's care services Date: 05-Dec-2024

    Summary

    Mrs X complained about the way the Council treated her and her husband as foster carers. The Council is at fault for not fully following the standards of care process and delaying its response to Mrs X’s request for a stage two investigation. This caused distress and uncertainty to Mr and Mrs X. The Council has agreed to apologise, make a payment and remind staff of the importance of following the full standards of care process.

    Service improvements

    The Council will remind fostering staff of the importance of liaising with the Local Authority Designated Officer when there are concerns about standards of care relating to foster carers.

  • Middlesbrough Borough Council (23 018 361)

    Category: Children's care services Date: 10-Oct-2024

    Summary

    Mrs X, a foster carer complained about the outcome of the Council’s investigation into an allegation made against her by a foster child she cared for. There was no fault in how the Council investigated and substantiated the allegations. However, the Council's policy around roles and responsibilities towards people subject to investigations is not clearly defined which caused Mrs X confusion and uncertainty. The Council agreed to apologise to Mrs X and review its policy.

    Service improvements

    The Council agreed to review its ‘Tees Safeguarding Children Partnership procedures’ to ensure it clearly defines roles and responsibilities towards the person who works with or cares for children who is subject to an investigation about an allegation made against them. It should outline who is responsible for engaging the person during the process and for providing updates, copies of documents, outcomes and for monitoring compliance with any recommendations and sanctions.

  • Middlesbrough Borough Council (23 012 894)

    Category: Education Date: 15-Aug-2024

    Summary

    Mrs X complained the Council failed to provide an education and special educational provision for her child, and ignored her complaint. She said her child has missed out on education, which impacted their mental health and wellbeing. She said it caused unnecessary distress and frustration. We do not find the Council at fault for the way it handled the child’s education. But we find the Council at fault for its complaint handling, which caused injustice. The Council has agreed to apologise, make a payment, and improve its service.

    Service improvements

    The Council will remind all staff in the special educational needs team about its complaints procedure, specifically highlighting what constitutes a complaint and what to do when staff receive a complaint.

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