Southend-on-Sea City Council
Annual statistics ?Find out more about annual statistics
-
Complaints upheld
90% Complaints upheld by Southend-on-Sea City Council
90% of complaints we investigated were upheld.
This compares to an average of 79% in similar authorities.
9 upheld decisions
View upheld decisionsAdjusted for Southend-on-Sea City Council's population, this is
5 upheld decisions per 100,000 residents.The average for authorities of this type is
4.6 upheld decisions per 100,000 residents.Statistics are based on a total of 10 investigations for the period between 1 April 2023 to 31 March 2024
-
Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Southend-on-Sea City Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 4 compliance outcomes for the period between 1 April 2023 to 31 March 2024
-
Satisfactory remedies provided by the Council
11% Complaints with satisfactory remedy provided by Southend-on-Sea City Council
In 11% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 13% in similar authorities.
1 satisfactory remedy decision
Statistics are based on a total of 9 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Southend-on-Sea City Council
Council to apologise to Southend mother for not considering her needs as a carer
Southend council has agreed to apologise to a mother for twice failing to assess her needs as a carer despite agreeing to do so in a previous investigation by the Local Government and Social Care Ombudsman.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 007 529
Category: Children's care services
Sub Category: Other
- The Council has agreed to remind staff of the importance of accurate recording keeping and the important role this plays in decision making during casework, but also during complaint handling.
Case reference: 24 006 348
Category: Transport and highways
Sub Category: Parking and other penalties
- The Council has agreed to remind relevant staff, including those employed by its enforcement agents, that they need to consider vulnerability promptly, record any decisions and clearly coordinate action between the Council and the enforcement agent.
Case reference: 24 000 158
Category: Education
Sub Category: Special educational needs
- By training or other means, remind officers that they should discuss with parents/carers whether a personal budget is appropriate once it has issued the draft Education, Health and Care Plan.
Case reference: 23 008 265
Category: Adult care services
Sub Category: Residential care
- Improve the information on its website to include information about the complaints process for people who are unhappy with council-funded care. Ensure that the webpage is clear about the fact the statutory adult social care complaints procedure is a single-stage investigation process before escalation to the Ombudsman.
Case reference: 23 006 554
Category: Education
Sub Category: Special educational needs
- The Council has agreed to share a copy of the Ombudsman's decision and our focus report Out of school, out of sight? with relevant staff, to remind officers of steps the Council should take to consider and adhere to its Section 19 duty to provide alternative education provision.
- The Council has agreed to compile an action plan setting out the proposed improvements it will make to its services, allowing it to issue Education, Health and Care Plans quicker following an annual review. The Council will share this action plan with the Ombudsman.
Case reference: 22 017 838
Category: Housing
Sub Category: Allocations
- The Council will prepare an action plan setting out how it will check its partner landlords are aware of how to correctly advertise properties on its choice-based lettings system, and how it will ensure this is happening. The Council will share its action plan with the Ombudsman.
Case reference: 23 006 422
Category: Housing
Sub Category: Homelessness
- The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue residing at a property which is in disrepair and affecting their health.
- The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue to occupy the property beyond the expiry of an eviction notice.
- The Council has agreed to review with the staff the importance of making a suitability decision when applicants are unhappy with temporary accommodation.
- The Council has agreed to review with the staff the importance of ensuring offers are in line with its assessment of the applicant’s and its household’s needs.
Case reference: 21 015 767
Category: Transport and highways
Sub Category: Parking and other penalties
- 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.
Case reference: 21 011 337
Category: Housing
Sub Category: Other
- 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.
Case reference: 21 001 790
Category: Other Categories
Sub Category: Land
- 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.
Last updated: 4 April 2015