Service improvements

Sunderland City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 (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.

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