Service improvements

Suffolk County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 3 of 3 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 (21 008 028)

    Category: Children's care services Date: 23-May-2022

    Summary

    Mrs X complained about the Council’s actions in relation to her and her husband’s adoption case and how the Council responded to her complaint. The Council was at fault because it did not investigate Mrs X’s complaint under the children’s statutory complaints procedure. The Council has agreed it will investigate Mrs X’s complaint at stage two under the children’s statutory complaints procedure. It will also apologise to Mrs X for its failure to investigate her complaint under this procedure and the injustice it caused her.

    Service improvements

    The Council will remind its officers that adoption-related concerns may be the subject of a complaint under the children's statutory complaints procedure.

  • Suffolk County Council (21 006 888)

    Category: Children's care services Date: 22-Jun-2022

    Summary

    Mr X complains about the Council’s actions and final response to a Review Panel’s recommendation following investigation via the statutory complaint procedure. Mr X also complains about a Council staff member he says wrongly gave the police information about his work history and recorded false allegations about him in the family’s social care notes. He complains about the Council’s delay and refusal to deal with his complaint. The Council was at fault for its failure to adhere to the Review Panel’s recommendations and carry out the agreed actions. The Council was also at fault for its delays in handling Mr X’s second complaint. This has caused Mr X distress, frustration and time and trouble chasing the Council for updates. The Council will take action to remedy the injustice caused to Mr X.

    Service improvements

    The Council has agreed to: •by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales

  • Suffolk County Council (20 010 859)

    Category: Children's care services Date: 22-Jun-2022

    Summary

    Mr X complains about the Council’s actions and final response to a Review Panel’s recommendation following investigation via the statutory complaint procedure. Mr X also complains about a Council staff member he says wrongly gave the police information about his work history and recorded false allegations about him in the family’s social care notes. He complains about the Council’s delay and refusal to deal with his complaint. The Council was at fault for its failure to adhere to the Review Panel’s recommendations and carry out the agreed actions. The Council was also at fault for its delays in handling Mr X’s second complaint. This has caused Mr X distress, frustration and time and trouble chasing the Council for updates. The Council will take action to remedy the injustice caused to Mr X.

    Service improvements

    The Council has agreed to: by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales.

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