Service improvements

Middlesbrough Borough 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 - 2 of 2 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 (24 013 074)

    Category: Children's care services Date: 15-Jul-2025

    Summary

    Mr X complained the Council failed to recognise his immigration status when he was a looked after child and failed to renew his visa before it expired. Mr X said this meant he overstayed his visa and is unable to apply for indefinite leave to remain for some years. Mr X says, as a result, he cannot afford to go to university as he will be charged as an overseas student and the delays caused significant distress. Mr X would like the Council to meet his education costs. There was fault in the way the Council did not complete the actions from the statutory complaint procedure. This frustrated Mr X. The Council has agreed to apologise, complete the actions from the statutory complaint process and provide guidance to its staff.

    Service improvements

    Remind relevant staff to complete the actions from complaints within a reasonable timescale.

  • Middlesbrough Borough Council (24 002 339)

    Category: Education Date: 07-Apr-2025

    Summary

    Miss X complains the Council delayed arranging a school place or alternative provision for Child Y, which meant they were without education for a year. We find fault with the Council for the delay in assigning Child Y a school place, and for failing to arrange alternative provision meanwhile. We also find fault with the Council for its complaint handling. The Council has agreed to make financial payments in recognition of the distress and missed provision, as well as carry out service improvements.

    Service improvements

    The Council has agreed to review how it will ensure complaints received are considered and responded to in line with the complaints policy.The Council will review its guidance and policy for arranging alternative provision where a child is not on roll at a school.The Council has agree to provide further training for staff on how to consider its duties under Section 19.

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