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 - 4 of 4 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 (25 005 847)

    Category: Housing Date: 20-Feb-2026

    Summary

    The Council was at fault in delaying the suitability review of Mrs X’s social housing, and in its communications with her after it made a suitability decision. These faults caused Mrs X confusion, frustration and time and trouble. The Council agreed to our recommendations to apologise to Mrs X, learn lessons from this complaint to prevent similar future fault, and make Mrs X a symbolic payment to remedy the injustice caused.

    Service improvements

    The Council was at fault in delaying the suitability review of a complainant's social housing, and in its communications with the complainant after it made a suitability decision. The Council has agreed to review its practice to ensure that it recognises applicants do not need to raise objections at the point of viewing and that it does not disadvantage those who accept offers before requesting a suitability review.

  • 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 (24 018 625)

    Category: Housing Date: 30-Oct-2025

    Summary

    The Council was not at fault for how it handled reports about the condition of Ms X’s property or for how it placed restrictions on her contact. The Council was at fault for how it handled some of her requests for re-housing. This meant Ms X had to wait longer than she should have to receive assistance. The Council agreed to apologise, make a payment to Ms X for the uncertainty she experienced as a result of the delays providing homeless assistance and carry out a service improvement.

    Service improvements

    Look at what procedures are in place for communication and passing of information from the Private Sector Team and Housing Solutions Team where someone could be at risk of homelessness. The Council should consider whether there are any steps it could take to improve information sharing between these teams in future.

  • 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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