Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2021 and 31 March 2027

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 71 - 80 of 86 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Bromley as a CSV file.

  • London Borough of Bromley (22 001 013)

    Category: Housing Date: 03-Nov-2022

    Summary

    Mr X complains the Council delayed deciding its housing duty and left him unsure about its decision and his rights. The Ombudsman finds fault with the Council for failing to reasonably explore the circumstances of Mr X’s homelessness application. The Ombudsman also finds fault with the Council for delaying its decision on Mr X’s homelessness application, which delayed Mr X’s right to a suitability review. The Ombudsman does not find fault with the Council for how it provided support to Mr X as someone previously in care. The Council has agreed to pay a financial remedy and carry out service improvements.

    Service improvements

    The Council has agreed to review how it identifies domestic abuse between family members when homelessness cases are assessed. This should include how staff members identify domestic abuse between family members and how to record this in the assessment.

  • London Borough of Bromley (22 000 582)

    Category: Housing Date: 25-Nov-2022

    Summary

    Miss X complains the Council has failed to consider information about her housing application which has resulted in her being offered unsuitable accommodation. The Ombudsman finds find fault with the Council for it how it communicated with Miss X about her eligibility to its housing register. The Ombudsman does find fault with the Council for how it considered any risk posed to Miss X. The Council has agreed to make a payment, a further direct offer of housing and service improvements.

    Service improvements

    The Council has agreed to review how it manages requests for reciprocal accommodation agreements from other councils to ensure that staff are aware of the agreements and whether applicants qualify for the housing register.

  • London Borough of Bromley (22 000 414)

    Category: Education Date: 23-Mar-2023

    Summary

    Mrs X complains the Council has failed to provide outreach support for her son Y, as specified in his EHCP. We have concluded our investigation having made a finding of fault by the Council. Although the Council did allocate direct payments when there was no agency support in place, we have not been able to substantiate that sufficient support was in place all the time. Further, the Council has not kept clear and accurate records which has contributed to confusion and uncertainty in this complaint. The Council has agreed to our recommendations.

    Service improvements

    Explain what it will do, where flexible support is provided, to ensure that appropriate record keeping of any arrangements and direct payments is documented. Records should set out how any flexible arrangement is meeting the needs of all children as per the provisions specified in their EHCP.

  • London Borough of Bromley (22 000 404)

    Category: Adult care services Date: 13-Dec-2022

    Summary

    Mrs X complained about a delay in the service, commissioned for Mr Y by the Council, seeking medical advice following a sudden change in his mobility. She also complained about the response to her complaint about this. She says Mr Y was not the same person after these events and it caused the family “emotional damage”. We find the Care Provider did delay seeking medical advice and the Council’s safeguarding enquiry could have been better. We recommended the Council apologise, pay Mrs X £500 and reimburse Mr Y’s contribution to his care for a short period. It should also make sure safeguarding enquiries do not just accept a Care Provider’s findings without question. The Council has agreed to do this.

    Service improvements

    The Council has agreed to ensure that safeguarding enquiries do not just assume the position as determined by the Care Provider, but properly question events and seek other information to support this where possible.

  • London Borough of Bromley (21 011 678)

    Category: Education Date: 19-Jun-2022

    Summary

    Mr X complained about the Council’s failure to secure alternative education, including provision from his son’s Education, Health and Care plan, after it found out in June 2021 that his son was no longer able to attend school. The Council was at fault for the delay in securing alternative provision for Mr X’s son. The Council agreed to remedy the injustice its actions caused to Mr X and his son.

    Service improvements

    The Council agreed to review is alternative education provision policies and procedures to ensure is promptly secures alternative provision for children who are not accessing a full-time education in school.

  • London Borough of Bromley (21 011 396)

    Category: Children's care services Date: 25-Aug-2022

    Summary

    Mr X complained about the Council’s actions in relation to child protection matters. The Council was at fault for not considering the allegations of abuse which were made against Mr X before it decided the next appropriate steps to take. The Council has already apologised to Mr X however, the Council has agreed it will also remind staff to properly consider allegations of abuse before it decides on what actions to take.

    Service improvements

    The Council will remind staff to consider allegations of abuse made against someone before they decide what action to take next, for example, before referring the person to a domestic abuse service for perpetrators.

  • London Borough of Bromley (21 010 675)

    Category: Education Date: 17-Jul-2022

    Summary

    Ms X complained the Council failed to ensure her child, C, received some of the provision specified in his Education, Health, and Care Plan. We found the Council was at fault when it failed to deliver some of the provision in C’s Plan. The Council also failed to appoint a Speech and Language Therapist and an Occupational Therapist in reasonable time. This caused delay in ensuring some of the provision was delivered. Ms X and C were caused the injustice of distress and frustration. Ms X was also put to the time and trouble of complaining. the Council has agreed to our recommended remedy for the injustice caused.

    Service improvements

    Share this decision with staff involved with SEN and drafting EHCPs reminding them of the need to begin commissioning services as soon as possible.

  • London Borough of Bromley (21 008 165)

    Category: Environment and regulation Date: 21-Sep-2022

    Summary

    the complaint concerns the processing of a planning application and consideration of environmental health issues from the development. The Council delayed uploading information to its public website, failed to properly consider the visual impact the development would have, failed to investigate some of the issues raised by Mrs B properly and failed to properly advise Mrs B. There was no fault in how the Council considered the noise issues relating to the development or in the information the Council provided in response to the solicitor’s property search. An apology, payment to Mrs B and investigation of some outstanding issues is satisfactory remedy.

    Service improvements

    The Council will provide a copy of my decision to planning and environmental health officers to note the areas where failings occurred in this case.

  • London Borough of Bromley (21 007 154)

    Category: Housing Date: 19-Apr-2022

    Summary

    Mrs X complained the Council failed to provide her with temporary accommodation when she was a victim of domestic abuse in her home. There was no fault in how the Council reached its decision. However, there were administrative errors when the Council managed Mrs X’s case. The Council has agreed it will review its administrative practice with staff.

    Service improvements

    The Council will review with staff: the importance of good record keeping to ensure staff properly record any advice it has provided to people such as how to secure accommodation. that decision letters in relation to homelessness applications are sent to applicants within a reasonable timeframe.

  • London Borough of Bromley (21 006 747)

    Category: Adult care services Date: 11-Mar-2022

    Summary

    Mrs X complained about how the Council carried out a financial assessment for her mother, Mrs Y. There was fault with how the Council and its provider gave Mrs X appropriate information and advice about care charging and in how it treated Mrs Y as a temporary care home resident when she was not. The Council agreed to apologise to Mrs X for the avoidable frustration and uncertainty this caused her and pay a financial remedy. It also agreed to review its procedures.

    Service improvements

    The Council agreed to review the approach it, and the external company it uses, takes to Care Act financial assessments. It will ensure it applies the correct rules and gives people information about care charging at the earliest opportunity, even if it is funding care one a 'non-prejudicial basis'.The Council agreed to review its process for recording to whom care charging invoices and letters should be sent, to ensure it sends these to the correct person, taking into account their wishes.The Council agreed to review its systems for adult social care mail (including invoices and reminders) on hold. It will ensure that where it agrees to suspend sending mail, it puts appropriate holds in place.

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