Service improvements

Bracknell Forest 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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Bracknell Forest Council as a CSV file.

  • Bracknell Forest Council (23 015 717)

    Category: Education Date: 15-Aug-2024

    Summary

    Mrs X complained about the Council’s failure to provide her child with a suitable education and support for their special needs when they were unable to attend school. We found the Council to be at fault. There was also fault with the Council’s communication and complaint handling. To remedy the injustice to Mrs X, the Council has agreed to apologise, make a payment and confirm action it has taken to improve its service.

    Service improvements

    The Council has explained it has recently restructured the SEND team and employed more staff to cope with increasing demands. The Council should provide the Ombudsman with a brief summary of action taken far to improve its service going forwards.

  • Bracknell Forest Council (23 007 019)

    Category: Education Date: 14-May-2024

    Summary

    Mrs X complains the Council failed to respond to her request for an Education, Health and Care Needs reassessment for her son, and failed to respond to her complaint. We find fault with the Council for failing to properly respond to her request and complaint, and for delay in dealing with her complaint. We have agreed symbolic payments for the distress and uncertainty caused to Mrs X.

    Service improvements

    The Council must remind staff to clearly set out decision letters along with any appeal rights when telling parents or carers of the outcome of a decision not to assess, reassess, issue or amend an Education, Health and Care Plan as set out in the SEN Regulations 2014.

  • Bracknell Forest Council (23 006 255)

    Category: Education Date: 20-May-2024

    Summary

    Mrs X complains about the Council’s failure to provide adequate and timely alternative education provision for her Child, Child Y, when they were unable to attend school from January to July 2023. The Council was at fault for not acting sooner when Mrs X alerted it in early November 2022 of Child Y’s significantly decreased school attendance. The Council delayed responding to Mrs X’s request for and then completion of an early Education, Health and Care (EHC) Plan review for Child Y. The Council has agreed to apologise and make payments to Mrs X and Child Y for the injustice caused by these faults. It will also review its procedures for schools in its area to highlight any pupils who fail to attend school regularly.

    Service improvements

    The Council has agreed to review, and if needed amend, the policy/mechanism it has in place for how schools inform it of the details of pupils who fail to attend school regularly, or have missed ten school days or more, as outlined in the statutory guidance, to ensure it is receiving timely and suitable information about children out of education from schools.

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