Service improvements

Isle of Wight 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 Isle of Wight Council as a CSV file.

  • Isle of Wight Council (24 000 282)

    Category: Education Date: 29-Jan-2025

    Summary

    Ms C complains the Council delayed in completing an Education Health and Care (EHC) plan, failed to communicate and take follow up actions, and to provide support identified in an EHC Plan. The Council is at fault for failing to provide services identified in an EHC Plan and in its general communication with Ms C. To remedy the complaint the Council will apologise to Ms C, make a symbolic payment and service improvements.

    Service improvements

    The Council will provide evidence of the actions it has agreed to take at paragraphs 26 and 27. This includes:reminding staff about the Council’s duty to provide services in section F of an Education, Health, and Care (EHC) plan; andreminding staff about the importance of effective communication and carrying out agreed actions..

  • Isle of Wight Council (24 000 143)

    Category: Environment and regulation Date: 21-Nov-2024

    Summary

    Mr X complained the Council failed to act on his reports of a brook flooding the area around his home. We found evidence of delay by the Council. The Council agreed to apologise to Mr X, provide him with an update on the action it is taking and make him a symbolic payment in recognition of the injustice caused to him.

    Service improvements

    The Council has agreed to complete a review of this complaint to identify the causes of the delay and explain what action it will take to prevent a recurrence.

  • Isle of Wight Council (23 021 055)

    Category: Housing Date: 28-Feb-2025

    Summary

    Miss P complains about a delay in the Council increasing her banding for its housing register. She also complains, when she was homeless, the Council said it could not accommodate her emotional support dog, despite her asking for it as a reasonable adjustment under the Equality Act. We uphold the complaint about the housing of the dog, although for a shorter period than Miss P’s complaint relates to. Miss P says the issues have been distressing and had a negative effect on her mental health. The Council has agreed to our recommended remedy, for the uncertainty and unnecessary time and trouble this will have caused her.

    Service improvements

    The Council will publish a policy around the housing of pets with their owners. This will take into account both the Homeless Code of Guidance and the Equality and Human Rights Commission’s advice for a policy that “is inclusive and allows for consideration of individual circumstances”.

  • Isle of Wight Council (23 017 286)

    Category: Education Date: 13-Oct-2024

    Summary

    There was fault by the Council as it delayed issuing an amended Education, Health and Care Plan after an annual review. This delayed the right to appeal to the SEND tribunal and a payment remedies the injustice caused. There was also failure to chase a response from social care during the needs assessment process. There was no fault in the Council’s decision not to provide alternative educational provision as it decided the place at school was suitable and accessible to the child.

    Service improvements

    Inform staff carrying out Education Health and Care Plan needs assessments that responses from Social Care should be chased and included in the report before finalising the plan.

  • Isle of Wight Council (23 013 215)

    Category: Education Date: 28-Jul-2024

    Summary

    Mr X complained the Council failed to deliver the provisions in his daughter's education, health and care plan; poor communication and said the Council failed to carry out an annual review in 2023. We find the Council was at fault. This caused significant distress to Mr X and his daughter went without provision. The Council has agreed to make several recommendations to address the injustice caused by fault.

    Service improvements

    The Council has agreed to: remind officers of the statutory duty to review EHC Plans annually; andremind officers of the statutory duty to ensure children or young people receive the special educational provision set out in section F of the EHC Plan.

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