Service improvements

St Helens Metropolitan Borough Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 1 of 1 cases with service improvements

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

  • St Helens Metropolitan Borough Council (24 000 311)

    Category: Adult care services Date: 11-Aug-2024

    Summary

    Mrs X complains the Council is not giving her adult son, Mr Y, sufficient support to meet his needs. She says direct payments from the Council do not cover the cost of respite care and the Council will not allow her flexibility in how she spends the payments. She says she is struggling to care for Mr Y as he gets older and wants the Council to consider individual requests to spend the money. We have found fault in the actions of the Council for failing to keep adequate records and failing to complete an investigation as promised. The Council has offered to cover the shortfall in the respite care payments in September and complete a further review. We agree these are the most suitable practical remedies for the injustice and additionally recommend the Council apologises to Mrs X, makes service improvements, and pays her a financial remedy for the distress caused.

    Service improvements

    Write to staff to remind them of the importance of keeping accurate records.

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