Service improvements

Sheffield City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 7 of 7 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 (25 009 066)

    Category: Environment and regulation Date: 29-Mar-2026

    Summary

    Miss X complained the Council failed to take sufficient action to deal with anti-social behaviour and noise nuisance from her neighbour. She also complained the Council wrongly signposted her to the Housing Ombudsman Service when it issued its final response to her complaint. We find the Council was at fault for its communication with Miss X, which caused her frustration. However, it apologised for the injustice caused when it responded to the complaint. We do not recommend anything further. The Council was also at fault for referring Miss X to the Housing Ombudsman Service. This caused Miss X frustration, and she was put to time and trouble referring her complaint to the wrong organisation. The Council has agreed to apologise to Miss X and implement a service improvement.

    Service improvements

    The Council has agreed to issue written reminders to staff that handle complaints that they should ensure they signpost the complainant to the correct Ombudsman service when they respond to complaints.

  • Sheffield City Council (25 000 056)

    Category: Housing Date: 21-Oct-2025

    Summary

    We will not investigate Ms X’s complaint about the Council’s assessment of a housing application. We have upheld part of the complaint, and the Council has agreed to take appropriate action. It would therefore not be proportionate to investigate.

    Service improvements

    Within four-weeks of our final decision the Council will:- Remind Reviewing Officers to ensure that reviews are carried outwithin eight weeks.

  • Sheffield City Council (24 019 828)

    Category: Children's care services Date: 21-Nov-2025

    Summary

    Ms X complains about the way the Council dealt with a staying put arrangement. The Council was at fault for failing to explain the financial aspect of the staying put arrangement, poor communication and delaying in making payments. This caused Ms X distress, frustration and uncertainty. The Council has agreed to apologise, make a payment to Ms X and make service improvements.

    Service improvements

    Young people who were previously looked after children can remain with their former foster carers after their eighteenth birthday under a staying put arrangement. Councils have a duty to monitor these arrangements and to provide assistance and support, including financial support. These duties continue until the young person is 21. The Council agreed to review the current staying put policy to consider adding that all decisions made about an agreement should be confirmed to all concerned in writing.

  • Sheffield City Council (24 017 244)

    Category: Children's care services Date: 30-Nov-2025

    Summary

    Ms X complains about the way the Council dealt with the care of her children. The Council was at fault for the Investigating Officer failing to consider information when they said they would, failing to clarify at stage three of the complaint procedure its view on whether it could investigate human rights matters, delaying in completing the complaint procedure and delaying in completing some of the agreed remedies. This caused Ms X and her children distress, frustration and uncertainty. The Council has agreed to apologise, make a payment to Ms X and the children, and send us an action plan on how it will improve complaint handling times.

    Service improvements

    Provide evidence that it has published two information leaflets which provide information on the care process.The Council will provide us with an action plan on how it will improve complaint handling times.

  • Sheffield City Council (24 016 111)

    Category: Housing Date: 23-Jul-2025

    Summary

    Ms D complained the Council delayed resolving a leak and removing waste. I have found evidence of fault by the Council including delays and poor communications. I have asked the Council to pay Ms D redress for the fault.

    Service improvements

    detail what the Council will do to ensure private housing disrepair cases are progressed in a timely manner

  • Sheffield City Council (24 011 611)

    Category: Education Date: 20-May-2025

    Summary

    Mrs X complained the Council failed to ensure her child received all the provision in their Education, Health and Care Plan. The Council is at fault for failing to ensure Y received the occupational therapy provision in their plan between May 2023 and April 2025. The Council has agreed to apologise to Mrs X and make a payment to acknowledge her frustration and to acknowledge the impact on Y of the missed provision. It has also agreed to issue a reminder to staff to ensure it meets its duty to deliver the provision set out in Education, Health and Care Plans.

    Service improvements

    The Council has agreed to remind relevant staff in its special educational needs team that it is the irresponsibility to ensure occupational therapy provision, and any other provision in section F of the Education, Health and Care Plan is delivered, and this is not delegable to the NHS or any other third party organisations.

  • Sheffield City Council (24 010 548)

    Category: Adult care services Date: 28-Apr-2025

    Summary

    Mr X complains the Council failed to provide clear information about charges for his late father’s care, did not properly investigate instances of overcharging and its response to his complaint was significantly delayed. We found there was fault in the information provided. We also found the investigation was not sufficient. We found the complaint response was late and insufficiently detailed. We recommended an apology, a further payment and actions to address the charging concerns Mr X raised.

    Service improvements

    The Council should review further with the care provider why carers are, at times, logging into care visits prior to their arrival at a given property. They should review the requirements of the contract and consider implementing the requirement to log into properties using the service users telephone or a chip kept at the property. It should write to us to explain the action it will take to address this.

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