Service improvements

Telford & Wrekin Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Telford & Wrekin Council as a CSV file.

  • Telford & Wrekin Council (25 011 090)

    Category: Education Date: 29-Jun-2026

    Summary

    Mrs X complained how the Council dealt with the safeguarding concerns she raised about her son’s school. She also complained about the conduct of the Council’s attendance support team. We find the Council was at fault for failing to document it had property considered its section 19 duties. This caused Mrs X uncertainty and frustration. The Council has agreed to apologise to Mrs X, make a payment to her and implement a service improvement.

    Service improvements

    The Council has agreed to ensure officers follow a clear and consistent process when considering section 19 duties. This should include consulting professionals involved with the child, considering all the evidence, reaching a decision, recording the decision and rationale, and then communicating this to families

  • Telford & Wrekin Council (25 001 925)

    Category: Adult care services Date: 01-Jun-2026

    Summary

    The Council’s calculation of Mrs X’s contribution towards her care package was incorrect which led it to wrongly tell her she had a debt to pay, the Council failed to carry out a carer assessment for Mrs X’s husband and sent Mrs X communications which were not in accordance with her reasonable adjustments. That caused Mrs X distress, led to her feeling unable to reinstate her care package and left her with uncertainty. An apology, payment to Mrs X, completion of a care review to include a carers assessment, a breakdown of the Council’s calculations for the amount Mrs X overpaid and guidance to officers is satisfactory remedy.

    Service improvements

    The Council will provide guidance to officers carrying out care assessments to make clear the need to consider whether a carer’s assessment is required.

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