Warrington Council
Annual statistics ?Find out more about annual statistics
-
Complaints upheld
88% Complaints upheld by Warrington Council
88% of complaints we investigated were upheld.
This compares to an average of 79% in similar authorities.
7 upheld decisions
View upheld decisionsAdjusted for Warrington Council's population, this is
3.3 upheld decisions per 100,000 residents.The average for authorities of this type is
4.6 upheld decisions per 100,000 residents.Statistics are based on a total of 8 investigations for the period between 1 April 2023 to 31 March 2024
-
Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Warrington Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 7 compliance outcomes for the period between 1 April 2023 to 31 March 2024
-
Satisfactory remedies provided by the Council
14% Complaints with satisfactory remedy provided by Warrington Council
In 14% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 13% in similar authorities.
1 satisfactory remedy decision
Statistics are based on a total of 7 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against Warrington Council
Fifteen-minute care calls criticised by Ombudsman as ‘rarely enough’
Councils need to ensure any care visits they arrange give enough time for care workers to do their job properly the Local Government and Social Care Ombudsman has said.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 23 016 966
Category: Education
Sub Category: Special educational needs
- The Council has agreed to remind officers of the statutory timescales for completing EHC Plan reviews and the requirement to comply with these timescales.
Case reference: 23 005 182
Category: Education
Sub Category: Special educational needs
- The Council was at fault for not properly considering whether a child out of school was getting alternative education provision. It also delayed finalising an Education, Health and Care plan (EHCP), which delayed special education provision. This meant a child was without suitable education for three school terms. The Council should ensure its case workers have read the LGSCO focus report which deals with its responsibilities when a child is out of school. The Council already have an action plan dealing with how SEN caseworkers manage EHCP's
Case reference: 22 017 198
Category: Education
Sub Category: Special educational needs
- The Council will provide the evidence of monitoring timeliness of annual reviews, as suggested in its response to Miss X's complaint.
- The Council will improve communication between the special educational needs team and the transport team to ensure there are no delays in making transport arrangements once a child's or young person's eligibility is established.
- Senior leaders of the Children and Education and Adult Social Care departments will review the Council's process for deciding when a transition for adulthood assessment should be carried out to ensure that for every young person it happens at the right time.
Case reference: 22 013 107
Category: Education
Sub Category: Special educational needs
- The council should ensure the SEN staff are aware of the EHCP timescales, improve the monitoring of EHCP timescales, and are aware of the importance of thorough and timely communication with parents / carers.
Case reference: 22 005 296
Category: Planning
Sub Category: Enforcement
- The Council will remind staff who deal with enforcement complaints they should update complainants on key actions and decisions reached during their investigation.
Case reference: 21 015 132
Category: Education
Sub Category: Other
- The Council has agreed to review and update its home to school transport policy.
Case reference: 21 013 725
Category: Environment and regulation
Sub Category: Drainage
- The Council agreed to remind officers of the need to keep records of works carried out on their behalf.
- The Council agreed to review why it could not provide copies of all complaint responses.
Case reference: 21 003 450
Category: Adult care services
Sub Category: COVID-19
- The Council has agreed to take action to ensure officers deal with decisions on deprivation of capital in line with the Guidance.
Case reference: 20 004 016
Category: Adult care services
Sub Category: Direct payments
- The Council agreed to review how it monitors and calculates changes in direct payments for people with complex care needs to ensure it: keeps accurate records of its calculations and any changes; makes changes or amendments to direct payments promptly following reviews; and uses the correct figures when calculating and underpayments due.
Case reference: 20 000 864
Category: Adult care services
Sub Category: Charging
- The Council will confirm the outcome of its action plan to prevent the miscalculation of care charges and ensure better handling of direct payments requests.
Last updated: 4 April 2015