Service improvements

Sunderland City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 Sunderland City Council as a CSV file.

  • Sunderland City Council (25 004 743)

    Category: Adult care services Date: 28-Jan-2026

    Summary

    Mr X complains on behalf of his late uncle, Mr Y, about his care charges, the actions of his social worker and delays in moving him out of a care home. Mr X also says the Council dismissed his earlier attempts to complain. He says these matters caused financial difficulty for Mr Y and says this contributed to wards his heart attack. We have found fault in the Councils actions for the delay in completing a Mental Capacity Assessment. The Council has agreed to issue Mr X with an apology and pay a financial remedy.

    Service improvements

    Review its procedures to ensure the delays experienced by Mr Y’s family in completing the Mental Capacity Assessment do not recur and advise the Ombudsman of the action taken to improve its practice.

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