Service improvements

Sandwell Metropolitan Borough Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 (21 018 143)

    Category: Education Date: 18-Oct-2022

    Summary

    Mr X complains the Council refused his request for a personal transport budget. This request was to cover the mileage costs of driving his son, F, to and from school. We have decided to uphold Mr X’s complaint because there is evidence of fault in the Council’s decision-making. This caused Mr X uncertainty and confusion. To remedy this, the Council has agreed to apologise to Mr X, make him a payment, retake its decision and make a service improvement.

    Service improvements

    the Council has also agreed to review its Home to School/College and Adult Learner Transport Policy to ensure it is clear to staff that the cost and suitability assessment of school transport arrangements should be clearly recorded. There should be clear guidance on the statutory guidance’s requirement that for travel arrangements to be suitable, Council staff must be satisfied the travel arrangement is “safe and reasonably stress free, to enable the child to arrive at school ready for a day of study”.

  • Sandwell Metropolitan Borough Council (21 017 233)

    Category: Education Date: 07-Aug-2022

    Summary

    Miss X complained the Council wrongly decided not to fund school transport for her son Y to the school named in his Education, Health and Care Plan, and blamed Miss X for not choosing a closer school. The Council was at fault for failing to provide Y travel assistance and not properly considering Y’s eligibility. The Council agreed to reimburse Miss X’s financial loss in driving Y to and from school between September 2019 and July 2022, and pay her £300 to recognise the distress and uncertainty caused to her. The Council agreed to arrange travel assistance for Y from September 2022.

    Service improvements

    The Council will remind relevant staff of the government guidance in considering and responding to school travel assistance requests and appeals, including telling the applicant about the factors the Council considered and how it made its decision.The Council will provide training to relevant staff about Special Educational Needs travel eligibility where the qualifying school is named on an Education, Health and Care plan.The Council will review all Special Educational Needs transport requests it has declined since September 2021 and identify if it has declined travel assistance to schools named on Education, Health and Care plans. If any are identified the Council will take appropriate steps to remedy any injustice caused by that decision.

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