Service improvements

Southend-on-Sea 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 - 2 of 2 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 (24 020 028)

    Category: Education Date: 29-Jul-2025

    Summary

    Miss X complained the Council failed to complete an Education, Health and Care needs assessment for her child, Y, within the statutory time limits. She complained the Council’s offer of a symbolic financial payment was not enough to remedy the injustice caused to her. We found the Council at fault for not completing the assessment within the statutory timescales. This fault caused injustice to Miss X. The Council has agreed to make a higher payment to recognise Miss X’s distress and make changes to improve its service.

    Service improvements

    Remind all relevant staff to record all significant case actions and communications on individual SEN case files.Share with us the outcome of its review on how the SEN service communicates with parents and carers.

  • Southend-on-Sea City Council (24 017 679)

    Category: Education Date: 04-Nov-2025

    Summary

    Miss X complained the Council failed to meet the provisions set out in her son Y’s Education, Health and Care (EHC) Plan. The Council did not complete the annual review or amend the EHC Plan within the statutory timeframe. Miss X also complained about the Council’s poor communication and delays in its complaints process. The Council was at fault and this caused a loss of provision and undue distress. We also found fault in the Council’s poor record-keeping and failure to properly acknowledge Miss X’s concerns about tutoring. The Council agreed to apologise and make payments to remedy the injustice.

    Service improvements

    •Remind relevant officers to recognise and escalate reports or concerns by complainants.•Remind tuition providers to maintain clear, detailed and accurate record keeping of tuition reports, complaints and communications with parents, including telephone calls and visits. And to report any complaints to the Council.

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