Service improvements

Sunderland City Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 2 of 2 cases with service improvements

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

  • Sunderland City Council (20 012 735)

    Category: Adult care services Date: 01-Nov-2021

    Summary

    Mrs C complained on behalf of her cousin, Ms B (who is deaf) about the actions of the Council in trying to set up a companion service to improve Ms B’s social isolation. We agreed with the Council’s conclusions that it was at fault and we also agreed with its proposals to put matters right, which include paying Ms B £500 for her distress and Mrs C £200 for her time and trouble in pursuing the complaint. The Council has also agreed to send Ms B a copy of its revised communications policy, place the policy on its website and to consider providing deaf awareness training to frontline staff.

    Service improvements

    The Council has agreed to - send a copy of its revised’ Accessible Information and Communication’ policy to Ms B and Mrs C - place the policy on its website in an accessible place and - consider providing frontline staff with deaf awareness training

  • Sunderland City Council (20 006 211)

    Category: Adult care services Date: 19-Aug-2021

    Summary

    Mrs C says the Council has failed to correctly assess charges for home support services. The Council’s assessment of Disability Related Expenditure (DRE) is flawed. To remedy the complaint the Council should clearly specify within the support plan eligible emotional and social care needs. I find no fault in the way the Council has considered Ms D’s housing costs.

    Service improvements

    Remind staff about the need to consider the support plan when assessing DRE;Review the charging policy in light of the findings of this statement in particular at looking at the support plan as a starting point for considering DRE.

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