Service improvements

Northumberland County Council

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 - 6 of 6 cases with service improvements

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

  • Northumberland County Council (23 010 355)

    Category: Planning Date: 11-Mar-2024

    Summary

    Mr X complained the Council did not properly consider his objections to a neighbour’s planning application. He also complained the Council did not properly investigate his subsequent complaint. Mr X says the Council’s actions caused him considerable distress. We found fault by the Council and the Council has agreed to provide an apology and a financial remedy to Mr X.

    Service improvements

    Remind staff of the importance of adhering to the Council’s procedure note and our published guidance for local planning authorities, specifically regarding the importance of recording the reasons for planning decisions.

  • Northumberland County Council (23 008 776)

    Category: Education Date: 12-Mar-2024

    Summary

    Mr X complained about poor communication, delays, and a lack of transparency within the Council’s SEN team regarding his son’s EHC plan and arrangements for a school place. The delay in the EHC Plan process and failings in the Council’s communication with Mr X is fault. This fault has caused Mr X an injustice.

    Service improvements

    The Council has agreed to remind relevant staff of the need for clear and comprehensive communication with parents regarding EHC Plan processes, including the role of the SEND Commissioning Panel, and any decisions.

  • Northumberland County Council (22 016 881)

    Category: Adult care services Date: 23-Oct-2023

    Summary

    Mr X complained on behalf of his wife, Mrs X, about the care provided to her at a residential care home. Mr X also complained about the care charges. We found no fault regarding the care provided to Mrs X but found fault regarding the Council’s care plans and regarding its response to our enquiries. The Council has agreed to provide an apology and a financial remedy to address the injustice identified.

    Service improvements

    Remind officers that care plans should adhere to the requirements of the Care Act 2014, specifically to ensure they set out the service users’ needs that the Council is going to meet, and how it is going to meet them.

  • Northumberland County Council (22 015 896)

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

    Summary

    Ms X complained that the Council has failed to take adequate action to address noise and antisocial behaviour by her neighbours. We found the Council properly investigated the issues. However, it was at fault in failing to properly consider one of her requests for a multi-agency antisocial behaviour case review. In recognition of the injustice caused, the Council has agreed to apologise to Ms X and make a payment to her.

    Service improvements

    The Council will remind relevant staff about the correct threshold for the antisocial behaviour case review procedure.

  • Northumberland County Council (22 010 942)

    Category: Planning Date: 04-May-2023

    Summary

    Mr X complained about the Council’s decisions relating to development on land near his home. There was a service failure that caused some injustice to Mr X but potentially more to others who live closer to the development. We have made recommendations to remedy the injustice we found.

    Service improvements

    The Council failed to properly consider a planning application potentially causing injustice to others who live close to the development. The Council agreed to attempt to negotiate with the developer to improve screening. The Council should offer to pay for the costs of screening and other necessary works.The Council should review its use of standard paragraphs in planning case officer reports to ensure that site specific details and reasons are included.The Council will consider whether it has the staff to deliver an adequate service and that staff have the support necessary to carry out their work.The Council will report our findings and the outcome of the review of its use of standard paragraphs in planning case officer reports to its relevant scrutiny committee so it can have oversight of any changes that are made.

  • Northumberland County Council (21 017 997)

    Category: Housing Date: 20-Apr-2023

    Summary

    Mr X complains about the Council’s delay in offering him accommodation. We have not found fault by the Council causing injustice to Mr X. The Council has agreed to our recommendations for a service improvement regarding its automatic bids.

    Service improvements

    The Council should ensure that it corrects the fault with its housing allocation automatic bidding system, so that the correct floor level is selected when it makes bids on applicants’ behalf.

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