Service improvements

Buckinghamshire Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 Buckinghamshire Council as a CSV file.

  • Buckinghamshire Council (25 009 467)

    Category: Education Date: 26-Apr-2026

    Summary

    The Council was at fault for delaying putting in place school transport for Y from September 2024. When the Council put this is place a month later, it did not transport Y consistently to and from school which was also fault. The Council delayed responding to Mrs X’s complaint about this. The Council apologised and reimbursed Mrs X for the money spent on private transport. We are satisfied with the Council’s actions to remedy the injustice caused to Mrs X. The Council has also agreed to remind complaints officers to issue complaint responses within the correct timescales.

    Service improvements

    The Council has agreed to provide guidance to complaints officers that complaint responses should be issued within the timescales set out in the Council’s complaints policy.

  • Buckinghamshire Council (25 006 193)

    Category: Education Date: 12-Apr-2026

    Summary

    There was fault by the Council. It failed to properly consider its duty to make alternative educational provision when Mrs X’s child could not go to school; it took too long to secure a school place for him; and it failed to make the provision set out in his Education Health and Care Plan. The Council’s shortcomings caused Mrs X and her son distress and uncertainty, and meant that he missed education. The Council will apologise to Mrs X, make a symbolic payment, and review the complaint so that it can disseminate lessons learned to relevant staff.

    Service improvements

    The Council should review the complaint, identify lessons learned and brief staff on these to include:• Ensuring careful consideration of whether a parent continues to electively home educate, especially when they express a preference for school as part of an EHC Plan; and• Ensuring careful consideration of its duty to make alternative provision when a school cannot reintegrate a child, and how it monitors reintegration support plans.

  • Buckinghamshire Council (25 004 872)

    Category: Education Date: 20-May-2026

    Summary

    There was fault by the Council. It took over a year too long to issue a final EHC Plan for Miss X’s son and failed to ensure that his alternative educational provision was sufficient when he was out of school. The Council also took too long to respond to Miss X’s complaint about this. This caused Miss X uncertainty and frustration, and meant that her son did not receive the special educational provision he needed when he was able to return to school. The Council has agreed to apologise to Miss X, make her a symbolic payment to recognise the impact on her and her son, and remind staff that the Council remains responsible for alternative educational provision even when this is arranged by a school.

    Service improvements

    The Council will remind relevant staff by way of a briefing note or team meeting, that alternative educational provision remains the Council’s responsibility.

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