Service improvements

Sandwell Metropolitan Borough 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 - 1 of 1 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 (22 013 033)

    Category: Children's care services Date: 17-Jul-2023

    Summary

    The complainant (Miss X) said the Children’s Trust (the Trust) acting for the Council failed to review contact arrangements with her son (Y) for whom a Care Order is in place. We found fault with the Council for refusing to consider Miss X’s complaint through its children’s statutory complaint procedure. This caused Miss X injustice. The Council agreed to apologise, consider Miss X’s complaint under the children’s statutory complaint procedure and make a payment. The Council also agreed to review all cases for which it applied the Unreasonable and Unreasonably Persistent Complainants and Unacceptable Behaviours policy to ensure the correct decision-making process takes place for any new complaints.

    Service improvements

    The Council will review all the cases for which within the last two years it has applied the Unreasonable and Unreasonably Persistent Complainants and Unacceptable Behaviours policy to ensure any complaints raised by the service users are either addressed through the appropriate complaints process or decisions are made whether any restrictions which have been applied before are still appropriate and necessary. The Council will provide us with the evidence of completing this action.

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