Service improvements

Northumberland County 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 - 1 of 1 cases with service improvements

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Northumberland County Council (25 011 099)

Category: Adult care services Date: 29-Apr-2026

Summary

Mrs X complained the Council held money belonging to her late husband without informing her. We find the Council at fault for failing to clearly inform Mrs X, as executor, about the funds it held and for not following the correct order of priority by failing to consider funeral expenses first. However, after Mrs X provided evidence of the funeral costs, the Council reimbursed these in full. We are therefore satisfied there is no remaining injustice. The Council has agreed to review and update its procedures for managing finances where it acts as deputy.

Service improvements

The Council has agreed to review and update its procedures for managing finances where it acts as deputy. This should ensure that when a person dies, the Council:promptly identifies and contacts the executor or personal representative; clearly informs them of any funds held; and if applicable, considers and prioritises reasonable funeral and testamentary expenses.

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