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 1 - 5 of 5 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 (24 016 371)

    Category: Education Date: 14-Jan-2025

    Summary

    We will not investigate Mrs X’s complaint about the Council’s delay in arranging Speech and Language provision for her child. This is because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

    Service improvements

    Identify any actions the Council can take to prevent recurrence ofthe delays that arose on this case and provide us with details of these actionsand timescales for completion.

  • Buckinghamshire Council (24 005 209)

    Category: Education Date: 18-Nov-2024

    Summary

    Mrs X complained the Council took too long to respond to her request for a change to her child, Y’s, Education, Health and Care Plan. The Council was at fault. This caused Mrs X upset and frustration and meant Y missed out on special educational provision. To remedy Mrs X’s injustice, the Council will apologise. It has already paid her £300, which is an appropriate sum. If Mrs X feels the Council’s fault impacted on Y’s development and education, she can seek additional provision as part of her ongoing appeal to the SEND Tribunal. The Council will issue a staff reminder to prevent the fault happening again.

    Service improvements

    The Council will remind staff that when they receive a request for an amendment to a child or young person's Education, Health and Care Plan, they should decide whether to hold an annual review to consider that request.

  • Buckinghamshire Council (24 001 992)

    Category: Education Date: 02-Dec-2024

    Summary

    Mrs B says the Council failed to act when she raised safeguarding concerns about her son being bullied at school and failed to put in place full-time education when he stopped attending school. There is no fault in how the Council dealt with the safeguarding concerns. The Council delayed issuing an education, health and care plan which affected Mrs B’s appeal rights about the school named and failed to put in place an added subject when Mrs B asked for it. An apology, payment to Mrs B and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will remind officers dealing with EHC Plans of the need to ensure the timescales set out in the statutory guidance are followed.

  • Buckinghamshire Council (23 018 832)

    Category: Education Date: 30-Sep-2024

    Summary

    Miss X complained the Council did not deliver a suitable education to her child. We found no fault with the Council’s actions when delivering alternative provision for Miss X’s child. We found the Council at fault for miscommunication regarding Miss Y’s child’s school placement. This caused Miss X and Y avoidable distress. We have recommended an apology, symbolic payment and service improvements to remedy Miss X’s injustice.

    Service improvements

    Review its communication methods with staff, reminding them to check and re-check information before sending it out. This should particularly focus on the period of time leading up to the issuing of an EHC Plan.Review its methods of assessing whether it owes a section 19 duty to children out of education. This should include the assessment, decision making, recording and communication to the parents.

  • 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.

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