Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

Suffolk County Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    86% of complaints we investigated were upheld.

    This compares to an average of 85% in similar authorities.

    50 upheld decisions

    Adjusted for Suffolk County Council's population, this is
    6.5 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    4.5 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 58 investigations for the period between 1 April 2023 to 31 March 2024

  • Compliance with Ombudsman recommendations

    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 41 compliance outcomes for the period between 1 April 2023 to 31 March 2024

  • Satisfactory remedies provided by the Council

    In 18% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 7% in similar authorities.

    9 satisfactory remedy decisions

    Statistics are based on a total of 50 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.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against Suffolk County Council

Suffolk County Council has not done enough to provide an education to a young girl with special educational needs, the Local Government and Social Care Ombudsman has found.

Suffolk County Council needs to make improvements “as a priority” to the way it provides alternative education to children who can’t go to school, the Local Government and Social Care Ombudsman (LGSCO) has warned.

A Suffolk girl did not receive vital Occupational Therapy for nearly two years because of council confusion, the Local Government and Social Care Ombudsman has found.

Councils are being reminded by the Local Government and Social Care Ombudsman that vulnerable people can choose who supports them through care reviews, after Suffolk County Council halted assessments for a couple’s care and support plans because of a dispute.

An autistic teenager was moved from her residential special school midway through her studies because of poor planning by Suffolk County Council, the Local Government and Social Care Ombudsman has found.

A Suffolk woman, who was charged for homecare despite workers falsifying records, should have some of her fees refunded, the Local Government and Social Care Ombudsman has said.

6

Public reports for Suffolk County Council

View all

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: 23 021 216

Category: Education

Sub Category: Special educational needs

  • The Council's Special Educational Needs and Disabilities Improvement Board will review this decision to inform its further work on improving the Council's Special Educational Needs and Disabilities services.

Case reference: 23 020 681

Category: Education

Sub Category: Special educational needs

  • The Council will review its process of responding to the parental requests for extra assessments during their children’s EHC needs assessments. This is to ensure the Council responds in a timely manner and, when making its decision, applies the test set up in paragraph 9.49 of the SEND Code of Practice based on the SEND Regulations 2014 regulation 6(1)(h). The Council will provide us with the evidence it has done this.
  • The Council’s SEND Improvement Board will review this decision to inform its further work on improving the Council’s SEND services. The Council will provide us with the evidence it has happened.

Case reference: 23 019 006

Category: Education

Sub Category: Special educational needs

  • The Council will review its procedure for considering and recording section 19 decisions to ensure it is correctly and accurately recording all section 19 decisions.
  • The Council will circulate guidance to its Special Educational Needs and inclusion officers about the Council's duty under section 19 of the Education Act 1996 to consider alternative provision from the point it becomes aware a child is out of school and record its decision making on this.

Case reference: 23 018 834

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council has agreed to review its care assessment procedures so that when there will be a delay in allocating a case for assessment, the Council provides clear advice and information about the likely waiting period and addresses any immediate concerns about interim care and finances.

Case reference: 23 016 653

Category: Adult care services

Sub Category: Charging

  • The Council will issue written reminders to relevant officers to ensure they act without undue delay when a service user or their relative asks for a review of a care and support plan.

Case reference: 23 014 802

Category: Adult care services

Sub Category: Charging

  • The Council will remind the Adult Social Care staff of its duty to follow the adjustments agreed for the service users. The staff will review our documents: “Principles of Good Administrative Practice” and “Equal Access: Getting it right for people with disabilities”.

Case reference: 23 014 605

Category: Education

Sub Category: School transport

  • The Council agreed to review how it makes decisions under its school transport policy for young people with an EHC plan. It should ensure it considers whether applicants are likely to receive free transport as an adult and, if so, whether it is still appropriate to charge a contribution, considering the statutory guidance.

Case reference: 23 013 678

Category: Education

Sub Category: Special educational needs

  • The Council will review its procedures for annual reviews to ensure they comply with all relevant legislation, regulations and government guidance.

Case reference: 23 005 445

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council will consider the lessons learned from this case, and will confirm the action it has taken to improve services in relation to: • the timescale for allocating cases to social workers • responding to complaints and keeping complainants informed • communicating effectively with linked NHS services and working together in a co-ordinated and patient-centred way

Case reference: 23 006 191

Category: Education

Sub Category: Special educational needs

  • The Council has agreed to proivde an update with its progress in improving its adherence to statutory times scales both in issuing EHC plans following a needs assessment and completing the Annual Review process and provides details of ongoing actions to secure improvements in these areas.

10

Service improvements agreed by Suffolk County Council

View all

Last updated: 4 April 2015

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