Service improvements

Sheffield City 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 11 - 20 of 35 cases with service improvements

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

  • Sheffield City Council (24 005 015)

    Category: Environment and regulation Date: 06-Feb-2025

    Summary

    Mr X complained the Council failed to arrange bin collections for a supported living facility. Mr X said this left vulnerable residents without waste collections for weeks, and bins were overflowing. He said it caused unnecessary and avoidable stress and inconvenience. We find the Council at fault and this caused injustice. The Council will apologise to Mr X and improve its service.

    Service improvements

    The Council will remind all waste management staff, including managers, what its waste management policy is. Specifically, that its policy says supported living waste is classed as domestic waste and is therefore eligible for free domestic waste collections.

  • Sheffield City Council (24 002 665)

    Category: Children's care services Date: 18-Mar-2025

    Summary

    Ms X complained that Sheffield City Council and Sheffield Children’s NHS Foundation Trust failed to address the impact of their failings during a child safeguarding enquiry. We are satisfied the Council and the Trust have now proposed appropriate and proportionate action to resolve the complaint. Because of this, we will not investigate Ms X’s complaint.

    Service improvements

    During our assessment the Council accepted that it should have investigated this complaint jointly with an NHS Trust. The Council said its complaints manager would review the Council's protocols for joint complaint handling with a view to ensuring that future opportunities for joint working are not missed.

  • Sheffield City Council (24 002 326)

    Category: Benefits and tax Date: 28-Nov-2024

    Summary

    Mr X complained about mistakes the Council made calculating his council tax reduction claim in 2020. The errors the Council accepted it made caused Mr X avoidable distress and worry. While the Council has already apologised, it also agreed to pay Mr X a financial remedy and review how it informs people of their appeal rights.

    Service improvements

    The Council agree to review its process, including any standard or template letters, for responding to council tax reductions reviews to ensure it informs people of their rights to appeal relevant decisions to the Valuation Tribunal.

  • Sheffield City Council (23 021 148)

    Category: Education Date: 01-Nov-2024

    Summary

    Mrs X complained the Council failed to find a setting for her daughter, Y, to sit her GCSE exams. Mrs X said she had to arrange for the exams to take place outside of her local area, in busy settings which would impact Y. Y’s tutor then arranged the exams in a local setting. Mrs X said she spent a lot of time arranging the exams and this impacted her, and Y’s, mental health. There was fault in the way the Council did not arrange for Y to sit the exams in a suitable location with suitable adjustments. This fault distressed Mrs X and Y. The Council will apologise, make a financial payment and provide a copy of its new policy.

    Service improvements

    Provide a copy of the EOTAS policy to evidence it is acting following the fault identified in this case.

  • Sheffield City Council (23 017 818)

    Category: Education Date: 04-Mar-2025

    Summary

    The Council failed to properly consider its duty to provide alternative education for Ms X’s child, Z. This led to Z missing out on alternative provision and caused Ms X uncertainty and frustration. In recognition of the injustice caused, the Council has agreed to apologise, pay Ms X £1,200 and carry out service improvements.

    Service improvements

    The Council has agreed to provide the Ombudsman with evidence it has reminded education staff that the Council should consider its section19 duty to pupils from the fifteenth day of absence from school and clearly record its decision making at that time.

  • Sheffield City Council (23 015 273)

    Category: Adult care services Date: 29-Oct-2024

    Summary

    Mrs Y complains about how the Council dealt with her mother’s National Health Service(NHS) joint package of health and social care and her care charges. There was fault by the Council which caused injustice to Mrs X and Mrs Y. The Council has agreed to remedy the outstanding injustice caused to Mrs Y.

    Service improvements

    By training or other means remind relevant staff of the importance of adhering to the Council’s complaint policy times.

  • Sheffield City Council (23 007 943)

    Category: Adult care services Date: 17-Jan-2024

    Summary

    Mr X complained that the Council refused his application for a Blue Badge. We found the Council incorrectly interpreted the guidance in failing to give Mr X the opportunity to provide supporting information from his GP. In recognition of the injustice caused, the Council has agreed to invite Mr X to submit information from his GP in support of his application and to reassess the application considering all the information provided.

    Service improvements

    The Council has agreed that it will review its Blue Badge Scheme policy to ensure it complies with national guidance.

  • Sheffield City Council (23 004 844)

    Category: Education Date: 26-Feb-2024

    Summary

    The Council failed to take sufficient action to secure the speech and language therapy in Ms X’s daughter’s Education, Health and Care Plan (EHC Plan). This caused Ms X frustration and caused her daughter to miss out on provision she was entitled to receive. The Council has agreed to apologise, pay Ms X £850, and carry out service improvements. It has also agreed to pay a financial remedy for ongoing missed provision.

    Service improvements

    The Council has agreed to review how it commissions its speech and language therapy to ensure it can secure this type of therapy when it is a requirement of young people's Education Health and Care Plans.The Council has agreed to remind its Special Educational Needs and Disabilities staff that the Council's duty to secure the provision in Section F of Education Health and Care Plans is non-delegable.

  • Sheffield City Council (23 004 629)

    Category: Adult care services Date: 15-Feb-2024

    Summary

    Mrs X complains the Council’s care provider, Valley Wood care home, failed to look after her late mother properly causing avoidable distress. Valley Wood’s care planning did not take account of all Mrs Y’s needs. The support it provided was not always in line with her assessed needs. It has been unable to provide Mrs Y’s medication administration records. The Council needs to apologise to Mrs X and pay her £250 for the distress she has been caused.

    Service improvements

    The Council has agreed to work with Valley Wood care home to identify the action it needs to take to ensure:a) it does not overlook the need to prompt people to take fortified drinks and documents this properly;b) its staff have access to people’s care plans and follow them when delivering care; andc) care records are not misplaced after someone has left the care home.

  • Sheffield City Council (23 001 080)

    Category: Education Date: 14-Nov-2023

    Summary

    Mrs C complained the Council failed to find a special school placement for her son (X) and the alternative provision he received was inadequate. We found the Council caused a service failure as it was unable to find a suitable special school for X. It was at fault for failing to provide X enough alternative provision to ensure he received a full-time education, and it should have communicated better with Mrs C. The Council will apologise and make payment to Mrs C to acknowledge the injustice this caused her and X.

    Service improvements

    The Council will send written reminders to relevant staff of its responsibilities under Section 19 of the Education Act 1996 when it is made aware a child is attending school part-time, or needs a special school placement. This should cover what the Council should consider when assessing the suitability of education and how it will provide, or work towards, a full-time education in such circumstances.

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