Service improvements

Suffolk County Council

Showing service improvements between 1 April 2018 and 31 March 2027

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 101 - 108 of 108 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Suffolk County Council as a CSV file.

  • Suffolk County Council (21 002 326)

    Category: Education Date: 09-Mar-2022

    Summary

    Mr and Mrs X complain the Council failed to ensure appropriate education was provided to meet their son’s, Y’s, needs as set out in his Education, Health, and Care Plan. The Ombudsman finds the Council at fault for not properly considering its duties to provide alternative education. The Council will apologise to Mr and Mrs X and make a payment to reflect the injustice. The Council will also make improvements to its service.

    Service improvements

    The Council has agreed to improve its process to assess whether children are receiving the correct provision.

  • Suffolk County Council (21 001 703)

    Category: Adult care services Date: 03-Mar-2022

    Summary

    Ms X complained that carers dropped her while lifting her using a hoist. She said the hoist strap was not securely attached. Ms X also complained about the way the Council responded to her complaint about the incident, and that it did not contact her for weeks afterwards. Ms X said being dropped caused her injury, and she is now reluctant to engage with care services because of a lack of trust. She also said the Council’s response made her feel dismissed. We find the Council at fault for the way it conducted its enquiry. This caused Ms X injustice because it denied her an opportunity to be involved in the process and give her version of events, and it caused uncertainty. The Council has agreed to apologise to Ms X and make improvements to its service.

    Service improvements

    the Council will remind staff (including management) to speak to the person who is the subject of a safeguarding referral or enquiry.the Council will remind staff (including management) to make sure they tell the person who is the subject of a safeguarding referral or enquiry the outcome, regardless of whether they are the person who made the referral.

  • Suffolk County Council (21 001 022)

    Category: Education Date: 23-Feb-2022

    Summary

    We upheld Miss X’s complaint about the Council’s failure to secure the provision in her daughter Y’s education, health and care plan. The Council agreed to apologise to Miss X and Y and make a payment to recognise Y’s lost provision.

    Service improvements

    The Council will remind officers that when arranging alternative provision the Council should ensure it records how it will arrange or secure the provision in a young person’s EHC plan.

  • Suffolk County Council (20 009 662)

    Category: Education Date: 09-Mar-2022

    Summary

    Mr and Mrs X complained about matters relating to their son’s Education, Health and Care Plan. We found the Council failed to provide support required by the child’s plan and we also found fault with the Council’s record keeping. The Council has agreed to our recommendations to remedy the injustice caused.

    Service improvements

    The Council agreed to improve its record-keeping.

  • Suffolk County Council (20 009 660)

    Category: Education Date: 10-Feb-2022

    Summary

    the Council failed to follow the code of guidance when reviewing Mrs B’s daughter’s education, health and care plan, failed to ensure the school made all the provision available in the plan, delayed naming a secondary school, failed to put in place alternative education provision and failed to communicate effectively with Mrs B. Changes to procedures already agreed by the Council along with an apology and payment to Mrs B is a satisfactory remedy.

    Service improvements

    Within two months of my decision the Council should provide the Ombudsman with evidence of the changes it has put into place to reflect the remedy it offered for the complaint

  • Suffolk County Council (20 008 176)

    Category: Adult care services Date: 12-Jan-2022

    Summary

    Mrs X complains the Council delayed in completing a financial assessment in respect of her mothers’ contribution towards the cost of her residential care. As a result, Mrs Y continued to pay private fees for longer than necessary. We have found the Council to be at fault. To remedy the injustice caused the Council has agreed to apologise, refund the overpaid fees and make a payment to recognise the distress and time and trouble caused to Mrs X.

    Service improvements

    The Council will also remind staff of the importance of completing a financial assessment in a timely manner.

  • Suffolk County Council (20 000 747)

    Category: Education Date: 08-Dec-2021

    Summary

    Mrs Y complained the Council failed to provide her son with suitable education. The Ombudsman has found fault by the Council, causing injustice. The Council has agreed to remedy this by apologising, making payments to acknowledge the impact of the loss of education and time and trouble caused to Mrs Y, and a service improvement.

    Service improvements

    Review its procedures for the provision of GCSE learning to pupils unable to attend school or engage with tutors.

  • Suffolk County Council (17 009 618)

    Category: Education Date: 18-Jan-2019

    Summary

    Ms M complained the Council delayed in providing her daughter with suitable full-time education and it was unaware of what provision was available in its area and surrounding areas.

    Service improvements

    The Council will review its policies and procedures to ensure EHC Plans are completed within the statutory time limits, needs are identified, provision is met and ensure decisions are based on the assessed needs of each young personIt will also take relevant action to ensure it is aware of the provision available in its area and surrounding areas. The Council should revise its Local Offer accordingly to ensure it properly reflects the provision available in the local area and outside of the area; andIt will take relevant action to ensure transition planning work has begun when a young person with an EHC Plan is in Year 9.

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