Service improvements

Buckinghamshire Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 9 of 9 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 (21 004 904)

    Category: Planning Date: 28-Jan-2022

    Summary

    Mrs X complained about how the Council approved a planning application near her home and how it dealt with her reports the planning permission had been breached. There was fault in how the Council first accepted assurances of the developer without evidence. However, the Council later made a site visit and reviewed its decision. There was no fault in how the Council made this second decision. The Council has apologised for the initial fault and delays in responding to Mrs X’s complaint, which was a suitable remedy. The Council also agreed to remind its planning officers about the importance of basing decisions on evidence.

    Service improvements

    The Council agreed to remind its planning enforcement officers of the need to made decisions based on impartial evidence and critically evaluate assurances given by developers who have an interest in planning enforcement investigations.

  • Buckinghamshire Council (21 004 656)

    Category: Education Date: 22-Feb-2022

    Summary

    Mr and Mrs B complained the Council failed to finalise their two children’s amended Education, Health and Care Plans within the statutory timescales after its annual reviews. They also said it caused delays in paying the agreed personal budgets and its complaint’s process was flawed. The Council apologised and accepted it was at fault for errors and delays in finalising the EHC Plans and paying the personal budgets. It also accepts it failed to respond to some communication. We found the Council’s apology was not enough. It agreed to make payment to Mr and Mrs B to acknowledge the distress and time and trouble they experienced. It also agreed make payment for their children’s lost special education needs provision.

    Service improvements

    The Council will remind its staff about the process and statutory timescales for amending EHC Plans following an annual review.The Council will remind its Send and Finance Team about the importance of ensuring payments of personal budgets for special educational needs are paid to parents without delay, and before the provision is due to start.The Council will share any outcomes of its intended meeting between its SEND Team and its councillor.

  • Buckinghamshire Council (21 004 622)

    Category: Education Date: 04-Mar-2022

    Summary

    Mr X complained the Council failed to provide his son, F, with alternative provision or any education between February 2020 and July 2021. The Council failed to provide alternative provision for F between September and December 2020. The Council agreed to pay Mr X a total of £1650 to acknowledge F’s lost educational opportunity and for the upset and uncertainty caused to him.

    Service improvements

    The Council agreed to review how it manages children who are out of education for reasons other than exclusion and illness. The review should include a reminder to staff that where the Council cannot reintegrate a child back into school or decides not to take legal action for non-attendance then it has a duty to provide alternative provision.

  • Buckinghamshire Council (21 001 765)

    Category: Children's care services Date: 06-Sep-2021

    Summary

    Mrs B complained about the actions of the Council in dealing with her complaint about a child protection investigation. The Council and Mrs B asked the Ombudsman to consider the complaint, as an early referral, after stage two of the procedure had been completed. We did not agree that the early referral criteria have been met. The Council has agreed to hold a stage three review panel and pay Mrs B £150 for the delay in completing stage two.

    Service improvements

    The Council has agreed to remind officers of the criteria under which a complaint can be referred to the Ombudsman without completing stage three.

  • Buckinghamshire Council (21 001 252)

    Category: Children's care services Date: 18-Feb-2022

    Summary

    Ms X complains about the Council’s decision to go to Initial Child Protection Conference and place her child on a child protection plan following the sharing of incorrect information. Ms X complains this led to the Council wrongly placing her child on a child protection plan and caused significant distress. The Ombudsman finds fault with the Council for failing to suitably include Ms X in the ICPC process and for failing to suitably consider and address her concerns about incorrect information. The Ombudsman also finds fault with the Council for not suitably considering the impact on Ms X and Child A. The Council has agreed to provide a financial remedy and service improvements.

    Service improvements

    The Council has agreed to share this decision and the outcomes of the further investigation with staff and highlight where lessons can be learnt.The Council has agreed to review how it considers injustice to complainants and the impact on complainants where complaints are upheld.The Council has agreed to review how the outcomes of the further investigation by the Council could have been achieved at stage 2 in the complaints procedure and why the outcomes were not identified at the time.

  • Buckinghamshire Council (20 013 468)

    Category: Housing Date: 25-Aug-2021

    Summary

    The Council’s delay progressing Mr X’s request for a Disabled Facilities Grant was fault. There is also fault in how the Council dealt with Mr X’s application to the housing register. As a result, Mr X spent two years in accommodation where he could not access bathing facilities. The Council has agreed to apologise and pay Mr X £7350.

    Service improvements

    The Council will consider how the Council can ensure the DFG process is effectively coordinated between Adult Social Care and Housing.The Council will ensure applicants for Disabled Facilities Grants are informed of the timescales and any possible delay.The Council will produce guidance or information for applicants for Disabled Facilities Grants explaining the process and the various Council departments involved. This should be provided at the outset by the Occupational Therapist.

  • Buckinghamshire Council (20 012 072)

    Category: Environment and regulation Date: 31-Aug-2021

    Summary

    Mr B complained the Council’s waste management contractor repeatedly failed to collect, empty, and return his bins. This caused Mr B inconvenience and frustration. The Council was at fault because its waste management contractor failed to provide a reliable waste collection service. The Council has agreed to take action to remedy this injustice.

    Service improvements

    The Council will remind staff involved in the Council’s complaints procedure of the importance of meeting the timescales set out in the complaints policy.

  • Buckinghamshire Council (20 010 415)

    Category: Education Date: 20-Oct-2021

    Summary

    Mrs B complained the Council did not provide suitable school transport for her daughter and she missed education. Mrs B also complained the Council used a shoulder strap connector when transporting her daughter which caused her distress. We found fault with the Council for a delay in its complaint handling. However, this delay did not cause Mrs B significant injustice.

    Service improvements

    The Council will provide those involved in school transport appeals and the complaints procedure with guidance to help them distinguish between an appealable issue and a complaint.

  • Buckinghamshire Council (20 008 280)

    Category: Adult care services Date: 25-Aug-2021

    Summary

    The Council’s delay progressing Mr X’s request for a Disabled Facilities Grant was fault. There is also fault in how the Council dealt with Mr X’s application to the housing register. As a result, Mr X spent two years in accommodation where he could not access bathing facilities. The Council has agreed to apologise and pay Mr X £7350.

    Service improvements

    The Council has agreed to consider how it can ensure the DFG process is effectively coordinated between Adult Social Care and Housing.The Council has agreed to ensure applicants for Disabled Facilities Grants are informed of the timescales and any possible delay.The Council has agreed to produce guidance or information for applicants for Disabled Facilities Grants explaining the process and the various Council departments involved. This should be provided at the outset by the Occupational Therapist.

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