Service improvements

Buckinghamshire 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 11 - 13 of 13 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 (23 011 833)

    Category: Housing Date: 13-Jun-2024

    Summary

    Ms X complained the Council failed to award her the correct priority under its housing allocations scheme and delayed dealing with her homelessness. The Council was at fault as it failed to consider whether it owed her the relief duty and to offer interim accommodation, delayed reviewing her banding request and delayed determining her housing priority. This caused her uncertainty and distress. The Council has agreed to apologise, make a payment and review its procedures. It has already provided guidance to staff.

    Service improvements

    The Council will provide training/guidance to remind staff that where it has reason to believe someone may be eligible for assistance, homeless and may be in priority need, it has a duty to provide interim accommodation while it makes inquiries into what duty it owes. Reason to believe is a low bar. An offer of interim accommodation should be a specific property that is actually available to the individual and suitable for their household.

  • Buckinghamshire Council (23 009 961)

    Category: Education Date: 21-Apr-2024

    Summary

    Mr X complained the Council failed to ensure his son, Y, received any education and the provision set out in his Education, Health and Care Plan (EHCP). He also complained the Council failed to review Y’s EHCP between September 2020 and October 2022. Mr X complained the Council failed to send out reports before the annual review in October 2022. Mr X complained the Council did not inform him of the outcome of the October 2022 annual review within timescales and delayed responding to his complaints. Mr X said this caused him distress and uncertainty. He said Y missed out on education and EHCP provision. There was fault in the way the Council did not ensure Y received an education or the provision specified in his EHCP. There was also fault in the complaint handling and the Council did not issue its decision letter after the annual review. Mr X was frustrated by the fault and he was put to time and trouble to complain. Y missed out on education and EHCP provision. The Council has agreed to apologise, make a financial payment and remind officers of the Council’s statutory duties.

    Service improvements

    Remind relevant staff of the importance of effective complaint handling.Remind relevant staff of the importance of completing annual reviews in line with legislation.Remind relevant staff of the importance of issuing decision letters within timescales after annual review meetings.

  • Buckinghamshire Council (23 007 967)

    Category: Adult care services Date: 01-Aug-2024

    Summary

    We consider Buckinghamshire County Council and Frimley Health NHS Foundation Trust were not at fault for the delay discharging Mr P from hospital. However, the Council did not appropriately update Mr P’s care and support plan following its assessment. While that did not cause Mr P an injustice, the Council should take action to reduce any potential impact on others.

    Service improvements

    The Council should ensure relevant staff are aware of their responsibility to record any changes in someone's needs in care and support plans (where necessary) following a review.

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