Service improvements

Sunderland City Council

Showing service improvements between 1 April 2021 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 - 3 of 3 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 (24 014 625)

    Category: Education Date: 27-Jul-2025

    Summary

    Mrs X complained that the Council failed to provide a suitable education and support for her grandchild’s (Y) special educational needs. We found the Council to be at fault because it failed to provide alternative education whilst a school place was found and took too long to issue a revised Education Health and Care Plan. This caused distress and affected the welfare of Mrs X and Y. To remedy this injustice, the Council agreed to make a payment to Mrs X and take action to improve its service.

    Service improvements

    The Council will provide the Ombudsman with a summary report of the action it has taken, or intends to take, to ensure alternative support is provided when a placement breaks down.

  • Sunderland City Council (23 013 021)

    Category: Education Date: 22-Sep-2024

    Summary

    Mr X complained on behalf of his daughter, Mrs Y. He complains about the delays in the education, health and care plan process, poor communication and lack of support. We find the Council was at fault for delays in the process and poor communication. This caused significant distress to Mrs Y and Mr X spent unnecessary time and trouble contacting the Council. The Council has agreed to make several recommendations to address this injustice caused by fault.

    Service improvements

    The Council should issue written reminders to relevant staff to ensure they are aware of:•the timescales set out in the Council’s complaints policy; and •the guidance which states councils must notify the child’s parent of its decision to maintain, amend or discontinue the EHC Plan within four weeks of the review meeting.

  • Sunderland City Council (22 012 913)

    Category: Education Date: 15-Jun-2023

    Summary

    Ms X complains the Council failed to provide suitable education for her son Y when he could not attend school. The Council is at fault as there is no evidence it satisfied itself that alternative education provision made for Y was meeting his needs. It also delayed in issuing Y’s final and amended Education, Health and Care plans. The Council has offered a payment of £500 for the distress and disadvantage caused by the delays in issuing Y’s final Education, Health and Care plan which is an appropriate remedy. It has agreed to apologise to Ms X and Y for the distress caused by the failure to check if the alternative provision met Y’s needs and the delay in issuing his amended Education, Health and Care plan and make a payment of £800 to Ms X.

    Service improvements

    Provide evidence to the Ombudsman of the action taken to improve the monitoring of home tuition and alternative placements to ensure they are meeting children’s needs.

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