Sam Taylor Reg 28 Notice Response - System in Place for Identifying Process Failure
Case reference FOI2026/00312
Received 5 February 2026
Published 16 February 2026
Request
On the 21st august 2023 Mr Paul walker CEO Herefordshire council responded to a reg 28 notice from Herefordshire coroner Mr Bricknell.
In the response to item '3. A system for identifying process failure should be in place and effective' Mr Walker responds 'Herefordshire council can confirm that system for identifying any process failure is now in place and operating'.
1. What date did the system come into operation?
2. Please provide the guidance for the system.
3. Who was the lead manager for this system?
4. Does the system have a title? How is it referred to by staff?
Response
On the 21st august 2023 Mr Paul walker CEO Herefordshire council responded to a reg 28 notice from Herefordshire coroner Mr Bricknell.
In the response to item '3. A system for identifying process failure should be in place and effective' Mr Walker responds 'Herefordshire council can confirm that system for identifying any process failure is now in place and operating'.
1. What date did the system come into operation?
Answer: The Service Area have advised the system was already being rolled out from July 2023.
2. Please provide the guidance for the system.
Answer: The Service Area have advised the system for identifying failure is not an IT or automated system. It is a human system that relies on active oversight and professional judgement.
Failure is identified through structured management processes carried out by managers at different levels:
· Regular supervision of individual officers by their line managers includes detailed caseload reviews. During these sessions, managers assess progress, identify delays, and address any concerns directly with the officer.
· Daily management oversight of the CRM system, particularly focusing on cases in triage, this ensures that managers are actively reviewing and monitoring case activity. The CRM is a tool for recording information, but it does not identify failure itself — managers do this through their review of the information.
· Weekly case reviews are conducted by service managers with team leaders. At these meetings, cases at different stages are examined to ensure they are progressing appropriately and within required timescales. Any issues or failures are identified through professional discussion and managerial scrutiny.
In addition, internal audits have either taken place or are planned to review the robustness of processes.
3. Who was the lead manager for this system?
Answer: The Service Area have advised Hayley Crane, Head of Service for Housing, was appointed to look at practices and processes and for the creation of the Housing Service.
4. Does the system have a title? How is it referred to by staff?
Answer: The Service Area have advised the system does not have a collective name.
In summary, the identification of failure is carried out by people through supervision, review, and oversight. The CRM system is only a recording and case management tool, it does not automatically detect or determine failure. Decisions and judgements about performance or case progression are made by managers.
Documents
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