Service improvements

Isle of Wight Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 6 of 6 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 (25 007 315)

    Category: Education Date: 20-Mar-2026

    Summary

    Mrs X complained the Council did not provide her child, Y, with all the provision set out in his Education, Health and Care Plan which included Speech and Language Therapy. Mrs X also complained about the Council’s delays with completing the annual review process of Y’s Plan. There were faults by the Council which caused injustice to Y and Mrs X. The Council has agreed to apologise and make payments to remedy the injustice caused. It will also finalise and publish its Personal Education Budgets Policy.

    Service improvements

    • finalise the Council’s Personal Education Budgets Policy, Process and Decision Framework and publish it on the Council’s website. This is to ensure the Council provides its service users with clear information about personal budgets application and formal review processes.

  • Isle of Wight Council (25 004 537)

    Category: Education Date: 09-Feb-2026

    Summary

    Mr Y complains about delays by the Council in assessing his child’s special educational needs and issuing an Education, Health and Care plan. He says the delays resulted in his child missing educational provision. We find there were significant delays in both the assessment process and the issue of the final plan. The Council has agreed to remedy the injustice caused with a symbolic payment and evidence of service improvements it has made to prevent similar delays in future.

    Service improvements

    The Council will provide evidence of the service improvements it has already implemented. This includes:a)Evidence of the internal and external training undertaken regarding statutory processes, co-production and communication. b)Evidence of the ‘clear and transparent’ policies implemented to ensure better understanding of legislation and expectations.

  • Isle of Wight Council (24 019 151)

    Category: Housing Date: 24-Sep-2025

    Summary

    Mr B complained the Council delayed in taking action despite recognising category one hazards at his accommodation. We find the Council at fault for a delay in taking enforcement action when category one hazards were identified. This caused Mr B distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment to Mr B and complete service improvements to remedy the injustice caused by the faults identified.

    Service improvements

    The Council will ensure its policies and procedures for enforcement action where category one hazards are identified are in line with the Council's duty to take formal enforcement action under Section 5 of the Housing Act 2004.The Council will complete training with relevant staff to ensure they are aware of the Council's duty to take enforcement action in cases where category one hazards are identified.

  • Isle of Wight Council (24 015 465)

    Category: Housing Date: 28-Jul-2025

    Summary

    Mr X complained about the Council placing him in unsuitable interim accommodation. He also complained that it would not offer him interim accommodation until he rehoused his emotional support dog and that a housing officer was rude and dismissive towards him. We found fault by the Council on all matters. The Council agreed to apologise to Mr X and make him symbolic payments in recognition of the injustice caused to him.

    Service improvements

    The Council will remind homelessness staff that a homelessness application should not be closed unless the applicant has not responded to contact from it for 56 days or longer.The Council will remind homelessness staff to ensure interim accommodation is suitable for the households’ needs and that any equipment required to make it suitable is provided.The Council will remind homelessness staff that reports interim accommodation is unsuitable should be investigated. Staff should record what action has been taken and the reasons for any decision on suitability.

  • Isle of Wight Council (24 015 174)

    Category: Adult care services Date: 28-Apr-2025

    Summary

    Mr X complained about the way the Council dealt with Mr Y’s emergency care needs. The Council was at fault for failing to complete a mental capacity assessment and poor communication. This caused Mr Y to be without care for part of a day and Mr X distress and uncertainty. The Council will apologise, make a symbolic payment and remind staff of the need to carry out mental capacity assessments.

    Service improvements

    The Council will remind officers of the need to carry out capacity assessments where a person declines care but appears to show signs of confusion.

  • Isle of Wight Council (24 008 559)

    Category: Housing Date: 22-Jun-2025

    Summary

    The Council housed Mr X and his child in unsuitable bed and breakfast accommodation for longer than the period allowed in law. It also significantly delayed reviewing the suitability of the family’s temporary accommodation. To recognise the frustration, uncertainty and period in unsuitable accommodation caused by the Council’s faults, the Council has agreed to apologise, pay Mr X £1,000 and take action to improve its services.

    Service improvements

    The Council has agreed to identify how many current section 202 reviews of housing decisions are outstanding and delayed beyond the legal timeframes and write to these applicants to seek an agreed extension where it has not done so already.The Council has agreed to investigate what led to the significant delays in carrying out the section 202 reviews of housing decisions in this case and take action to ensure the Council concludes outstanding and future section 202 reviews within the timeframes set out in law.The Council has agreed to remind its housing officers that pregnant people and families must not live in B&B accommodation for more than six weeks, as set out in law.The Council has agreed to improve its systems for identifying homeless households that are approaching the six week limit in B&B accommodation so they can be moved to alternative accommodation before then.

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