Service improvements

Southend-on-Sea City 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 - 5 of 5 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Southend-on-Sea City Council as a CSV file.

  • Southend-on-Sea City Council (21 015 767)

    Category: Transport and highways Date: 25-Aug-2022

    Summary

    Mr X complained about how the Council dealt with parking issues near his home. We have found the Council to be at fault because of delay, poor communication and complaint handling. To remedy the injustice to Mr X, the Council has agreed to apologise, make a payment to him, review the parking situation without delay and make service improvements.

    Service improvements

    The Council will also carry out a prompt review of the parking concerns raised by Mr X and provide him with details of the action, if any, the Council intends to take. It should also provide a timeframe for any such action. Remind its staff of its responsibilities to consider and respond properly to the complaints it receives.

  • Southend-on-Sea City Council (21 011 337)

    Category: Housing Date: 30-May-2022

    Summary

    We will not investigate this complaint about the Council’s investigation into whether a landlord was a fit and proper person to operate a house in multiple occupation. This is because Mr X has not been caused an injustice as a result of the actions of the Council.

    Service improvements

    Review the back log of private sector housing cases the Council has to investigate and look to see what measures it can put in place to reduce this.Ensure there are measures in place to keep individuals updated about their cases when there is a delay in investigating.

  • Southend-on-Sea City Council (21 001 790)

    Category: Other Categories Date: 24-May-2022

    Summary

    The Council was at fault for the way it handled Mr X’s reports about the condition of a pathway and his subsequent complaint about this. This caused Mr X injustice as the condition of the pathway meant people were unable to access the tennis courts he ran a business from. In addition, he spent time and trouble pursuing the complaint. The Council has agreed to apologise to Mr X, make a payment to him for the distress caused, consider what went wrong in this case and investigate Mr X’s more recent concerns about the pathway.

    Service improvements

    Look at what went wrong in this case when handling Mr X’s reports about the condition of the pathway and consider how the Council can put in place a joined up approach when dealing with concerns involving different teams.

  • Southend-on-Sea City Council (20 011 908)

    Category: Children's care services Date: 06-Jun-2022

    Summary

    Mr and Mrs X complained about delays in reviewing their daughter’s Education Health and Care plan and how it investigated their complaints. The Council properly investigated Mr and Mrs X’s complaints. However, it did not properly apologise or recognise the impact on them of the failures it accepted. The Council agreed to apologise fully, pay Mr and Mrs X an improved financial remedy and review how it manages statutory children’s complaints.

    Service improvements

    The Council agreed to review how it carries out and monitors complaints it receives under the statutory procedure for children's services complaints to make sure it complies with the legal timescales.

  • Southend-on-Sea City Council (20 011 744)

    Category: Children's care services Date: 12-Oct-2022

    Summary

    Ms X complained about how the Council dealt with social work assessments for her son, and how it dealt with her complaints about the matter. As a result she says she and her son have not received the support they need and she has incurred costs in providing a report. We find that the Council carried out the latest social work assessment properly. There was some fault in earlier assessments which was unlikely to have affected the outcome. We recommend that the Council remind relevant staff across all social work teams of the need to consider and record whether the child involved in an assessment is a disabled child.

    Service improvements

    The Council has agreed to remind social workers carrying out child and family assessments across all teams that if there is evidence that the child is disabled as defined in the Children Act 1989, it is noted in the assessment report. This will alert the Council to the possibility that it may need to provide services to a disabled child under section 17 of the Children Act, or under section 2 of the Chronically Sick and Disabled Person's Act 1970.

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