Service improvements

Nottinghamshire County Council

Showing service improvements between 1 April 2021 and 31 March 2027

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 - 10 of 42 cases with service improvements

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

  • Nottinghamshire County Council (24 017 207)

    Category: Adult care services Date: 13-Apr-2026

    Summary

    There was fault in some actions of the commissioned care provider which caused injustice. There was also some fault in the Council’s record-keeping for which it has apologised, but which legitimately caused Ms A anxiety and it agrees to go further to recognise that. There is no substantive evidence the Council failed to investigate Ms A’s safeguarding concerns, although it gave less weight to them than she wished.

    Service improvements

    The Council will review its requirements for minuting meetings.The Council will review its management of relationships between care providers and relatives.

  • Nottinghamshire County Council (25 000 184)

    Category: Adult care services Date: 25-Nov-2025

    Summary

    The Council failed to carry out a new mental capacity assessment when it changed its view on Mr Y’s capacity to decide on his care needs. This delayed Mr Y’s planned move to residential care causing Mr Y’s daughter, Miss X, distress and uncertainty. The Council has agreed to apologise and review its processes.

    Service improvements

    The Council failed to carry out a new mental capacity assessment when it changed its view on a person's capacity to decide on their care needs. The Council has agreed to review its processes and train staff to ensure if there is a change in its assessment of someone’s capacity, this is based on a mental capacity assessment.

  • Nottinghamshire County Council (24 021 977)

    Category: Education Date: 28-Nov-2025

    Summary

    The Council delayed arranging alternative education when a pupil was too anxious to return to school and delayed securing special educational provision in an Education, Health and Care (EHC) Plan. The Council has agreed to apologise, reimburse tuition costs, make a symbolic financial payment and make service improvements.

    Service improvements

    The Council will ensure that it responds to parent requests for evidence in an EHC needs assessment in writing setting out whether the request has been agreed and if not, why the Council does not consider the request to be reasonable.

  • Nottinghamshire County Council (24 021 386)

    Category: Adult care services Date: 09-Oct-2025

    Summary

    There was fault in the care provided to Mrs D, particularly in relation to falls prevention, record keeping and keeping Mrs D safe from other residents. This has caused an injustice and the Council has agreed to apologise, reduce the invoice and carry out a service improvement.

    Service improvements

    Remind Home 1 to ensure that care plans are adhered to.Remind Home 1 and Home 2 of the importance of good record keeping.

  • Nottinghamshire County Council (24 021 176)

    Category: Environment and regulation Date: 11-Aug-2025

    Summary

    Mrs X complained the Council did not properly decide whether to prosecute a trader she complained about. We found the Council was at fault as it did not keep records showing how it decided not to prosecute the trader. To remedy the injustice caused the Council agreed to apologise to Mrs X and ensure it keeps records of its decision making in future.

    Service improvements

    Send a reminder to Trading Standards officers that they should record the reasons for not prosecuting in the investigation documents, so there is evidence of Trading Standards decision making.

  • Nottinghamshire County Council (24 020 005)

    Category: Education Date: 23-Sep-2025

    Summary

    We found fault on Miss Y’s complaint about the Council failing to provide her son with a suitably qualified and trained tutor, experienced in working with young people with autism and anxiety. It failed to show it considered whether the tutor was appropriately trained. Nor did it show steps it took to find an alternative tutor when alerted to the tutor’s shortcomings. The Council agreed to send her an apology for the failings found and remind relevant officers of the need to check whether tutors meet specified criteria and to consider whether it, or the provider, could act to resolve the problem. It would also remind officers of the need to promptly look for an alternative tutor where criteria are not met. There was no fault on Miss Y’s complaint about it failing to reimburse her when she paid the second tutor’s shortfall in wages when changing employer. This was a contractual matter for the tutor and employer.

    Service improvements

    The Council agreed to remind relevant officers of the need to check and explore whether teachers and teaching assistants referred to in Education Health and Care plans meet any specified criteria set out.The Council agreed to remind relevant officers of the need to consider whether, in cases where teachers and teaching assistants referred to in Education Health and Care plans do not meet specified criteria set out, the provider, or the tutor themselves could take appropriate action to resolve the problem.The Council agreed to remind relevant officers of the need to promptly consider looking for an alternative tutor where teachers and teaching assistants referred to in Education Health and Care plans do not meet any specified criteria set out.

  • Nottinghamshire County Council (24 016 102)

    Category: Education Date: 21-May-2025

    Summary

    Mr X complained that the Council failed to ensure his child (Y) received the specialist provision set out in their Education Health and Care (EHC) Plan. The Council failed to ensure Occupational Therapy (OT) was in place from September 2024 to date. This caused Mr X distress, frustration and uncertainty and meant Y’s needs went unmet for longer than necessary. The Council has agreed to make a payment to recognise this.

    Service improvements

    The Council was at fault for failing to ensure a child received the specialist provision set out in their Education Health and Care Plan following a SEND (Special Education Needs and Disabilities) tribunal hearing in July 2024. The Council has agreed to provide a copy of the tribunal triage process the Council has implemented to ensure that actions following an appeal are completed.

  • Nottinghamshire County Council (24 010 840)

    Category: Adult care services Date: 15-May-2025

    Summary

    Mrs X complained about the Council’s role in supporting her late mother Mrs Y to move from a care home to live with her in another council’s area. The Council was at fault for poor communication and delay. The Council has agreed to apologise and make a payment to Mrs X to acknowledge the frustration and distress she was caused and pay some of the care fees for the extra weeks Mrs Y remained in the care home due to the Council’s delays and poor communication.

    Service improvements

    The Council has agreed to share the decision with relevant Adult Social Care staff at team meetings and discuss the learning from the case regarding the support provided to care home residents who are able to make their own decisions and want to go home.

  • Nottinghamshire County Council (24 010 774)

    Category: Children's care services Date: 27-May-2025

    Summary

    Mr B complained the Council delayed in assessing his family’s need for an extra bedroom for their disabled child. He also complained the assessment did not result in it supporting an application for a Disabled Facilities Grant (DFG) to create an extra bedroom. We upheld the complaint, finding the Council at fault for delay and not sufficiently considering the impact of its proposal that Mr B should use a reception room as a bedroom instead. This caused injustice to Mr B as distress. We also found fault with a procedure the Council currently has in place with Mr B’s local housing authority (a Borough Council) to consider potential DFG applications. The Council accepted these findings and at the end of this statement, we set out the actions it has agreed to improve its service and remedy the injustice caused to Mr B.

    Service improvements

    The Council agreed that it would share this decision statement with officers responsible for administering Disabled Facilities Grants in local housing authorities (District and Borough Councils) across the county. It would also share with those authorities a policy it would devise to ensure better information sharing. We were concerned to ensure housing authorities knew about occupational therapy (OT) assessments that decided a DFG was not necessary or appropriate . This was because such decisions were taken on behalf of those housing authorities. Also, to ensure that those authorities knew of the significant delays affecting the County OT service and that unsuccessful applicants knew of their right to complain to the housing authority, as well as (or instead of) the County in such cases.The Council also agreed that it would bring this decision statement to the attention of the relevant committee of elected Members with oversight of its OT service. In doing so, officers agreed to brief Members on Government guidance setting out the desired timescales for completing DFG applications, which presently cannot be met because of delays in OT assessments. The Council agreed it would put forward proposals to Members for how it could reduce those delays to meet Government expectations or as close as reasonably practicable.

  • Nottinghamshire County Council (24 001 433)

    Category: Education Date: 22-Nov-2024

    Summary

    The complainant (Mrs X) said the Council had failed to arrange alternative provision for her son (Y) when he could not attend his school. We found fault with the Council which meant Y lost some education. The Council’s fault also caused injustice to Mrs X. We did not investigate anything that happened from the second week of March 2024 as Mrs X appealed the Education Health and Care Plan issued for Y at this time and alternative provision was closely linked to the appeal issues. The Council agreed to apologise, make payments to recognise Y’s and Mrs X’s injustice and carry out some service improvements.

    Service improvements

    The Council will review its processes in place for children on part-time timetable or not attending school to ensure there are mechanisms to make timely decisions on theCouncil’s alternative provision duty following the test set up in paragraph 29 of this decision.The Council will remind the front-line special educational needs (SEN) staff and their managers of the Council’s duties for children who are not attending their school. The SEN staff will review our Focus Report “Outof school, out of sight? Ensuring children out of school get a good education”.

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