Service improvements

Solihull Metropolitan Borough 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 - 2 of 2 cases with service improvements

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

  • Solihull Metropolitan Borough Council (24 019 395)

    Category: Adult care services Date: 05-Mar-2026

    Summary

    Mrs B complained about the standards of care her mother Mrs X, received at a care home. The Council was at fault. The care provider failed to carry out some of Mrs X’s care in line with her care plan and kept poor and inaccurate records. This caused distress, frustration and uncertainty about the care Mrs X received. The Council will apologise and make a symbolic payment to Mrs B to remedy the injustice caused. It agreed to carry out service improvements with the care provider.

    Service improvements

    The Council will provide an update on the care providers compliance with the care providers improvement/action plan from November 2025 to date. If the Council has carried out any visits/inspections since then it will provide a copy of the report.The Council will ensure the provider has procedures in place to refer all complaints about care, which the Council has commissioned, to the Council for it to investigate under its own complaint procedures.

  • Solihull Metropolitan Borough Council (24 015 302)

    Category: Education Date: 17-Jul-2025

    Summary

    Mrs X complained about Education, Health and Care (EHC) needs assessment delays and a failure to put alternative provision in place for her child Y when they stopped attending school at the end of 2023. The Council delayed issuing Y’s final EHC Plan by one month. It also failed to carry out oversight of Y’s alternative provision arrangements which meant Y went without education between January and April 2024. The Council agreed to make payments to recognise the injustice caused and carry out a service improvement. I have not considered Y’s education after April 2024 as Mrs X has appealed Y’s EHC Plan to the SEND tribunal which puts that period out of our jurisdiction.

    Service improvements

    The Council has agreed to review its procedures to ensure it maintains regular oversight of alternative provision when it has delegated responsibility to schools. The procedures should ensure alternative provision remains appropriate for the child or young person in line with the Council’s Section 19 duty or for the duration it is in place.

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