Service improvements

Sandwell Metropolitan Borough Council

Showing service improvements between 1 April 2026 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 - 2 of 2 cases with service improvements

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

  • Sandwell Metropolitan Borough Council (25 009 544)

    Category: Education Date: 11-May-2026

    Summary

    Mrs X complained about the Council’s response to her request for support for her son (Y) who could not attend school because of his health needs. Mrs X also complained about the Council’s failure to keep the statutory timescales for Y’s Education Health and Care needs assessment. We found fault with the Council’s failure to check the suitability of educational arrangements made by Y’s school despite regular communication from Mrs X. We also found fault with the Council’s delays with Y’s Education Health and Care needs assessment, with its communication with Mrs X and its record-keeping. The Council’s fault caused injustice to Y and Mrs X. The Council has agreed to apologise, arrange a meeting to discuss Y’s education and issue Y’s final Education Health and Care Plan. The Council has also agreed to make payments to recognise injustice caused to Y and Mrs X and carry out service improvement.

    Service improvements

    The Council will review and amend its process when notified about children’s non-attendance for health reasons. The revised process should include checking suitability of the educational arrangements made by the school when queried by parents. The Council should ensure that a meeting with parents, school and medical staff involved with the child is part of this process.The Council will review record keeping in its school attendance and special educational needs teams and prepare a plan of action to ensure all communication with schools and parents is recorded and accessible.

  • Sandwell Metropolitan Borough Council (25 006 816)

    Category: Adult care services Date: 28-Apr-2026

    Summary

    Mr X complained about how much the Council required Mrs B to contribute to the cost of her care. We find the Council failed to follow its own policy by not offering a review and appeal of its decision and by not properly considering whether to exercise discretion. The Council has agreed to apologise to Mr X, review its decision and make service improvements.

    Service improvements

    The Council has agreed to remind relevant staff of the need to follow its Contributions Policy, including offering a review and appeal where appropriate, and to properly consider the exercise of discretion when deciding whether a care home resident should be left with more than the Personal Expenses Allowance.

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