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 81 - 86 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 (21 006 385)

    Category: Housing Date: 30-Mar-2022

    Summary

    Mrs C complains that the Council provided her with unsuitable interim accommodation under the homeless duty it owed her. She said her daughter’s room was too small and this affected her mental health. We find fault by the Council because it did not inform Mrs C of her right to appeal to court when it told Mrs C her property was suitable.

    Service improvements

    •Remind its officers of their responsibility to inform complainants of their appeal rights on decisions about suitability of accommodation.

  • London Borough of Bromley (21 005 410)

    Category: Education Date: 27-Mar-2022

    Summary

    Mrs J complains the Council delayed issuing a final EHC Plan for her grandson and has failed to provide him with a full-time education or with a personal budget for education out of school. We have found fault causing injustice. The Council has agreed to make a payment to Mrs J and review its procedures.

    Service improvements

    •Remind SEND staff to consider seeking advice from the multi-agency statutory assessment panel if professional advice or information for an EHC needs assessment has not been received within six weeks.•Review its arrangements with neighbouring NHS bodies in relation to seeking information and advice for an EHC needs assessment, to ensure what is being requested and the timescales are clear.

  • London Borough of Bromley (21 001 878)

    Category: Children's care services Date: 28-Feb-2022

    Summary

    Ms X complained the Council failed to approve her application to move into a home fit for her disabled child Y’s needs. Ms X also complained the Council did not respond to the complaint she raised about this. The Council was not at fault for rejecting Ms X’s bid for the property. The Council was at fault for a significant delay in responding to the complaint she made. The Council should apologise to Ms X and make a payment of £200. It has already reminded its staff of the importance of responding to complaints within the required timescales.

    Service improvements

    Within three months of the final decision theCouncil has agreed to make a payment of £200 to Mrs Todd to recognise the injusticecaused by its failure to respond to her complaint.

  • London Borough of Bromley (21 000 422)

    Category: Adult care services Date: 18-Jan-2022

    Summary

    Ms T complains on behalf of Miss X about how the Council wrongly completed Miss X’s financial reassessment and miscalculated her domiciliary care fees. There was fault by the Council in how it completed a financial reassessment for Miss X. The Council was also at fault when it continued to pay into Miss X’s direct payment account despite Miss X telling it she was not using the care services. This has caused Miss X significant distress and inconvenience. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to: • by training or other means remind staff of the importance of properly carrying out financial assessments and/or reassessments for care service users.• review the communication system between the Council and its Direct Payment team. Ensure there are clear mechanisms in place to avoid applying charges to care users’ Direct Payment funds for services it has not provided to them.

  • London Borough of Bromley (20 009 324)

    Category: Education Date: 24-Feb-2022

    Summary

    We found fault with the Council’s handling of home to school transport arrangements for Ms X’s granddaughter, Y. The Council failed to ensure Y could use the transport she was eligible for free of charge. It will apologise to Ms X and reimburse the money she paid towards Y’s school transport. It will also review its approach to home to school transport for eligible looked after children and reimburse other connected and foster carers who made claims for transport expenses and had money deducted before their claim was paid. There was no fault in the Council’s handling of a home visit in October 2020.

    Service improvements

    The Council agreed to: •review its payment policy to ensure looked after children who are ‘eligible’ children receive the free home to school transport they are entitled to, and foster and connected carers are not expected to use part of their fostering allowance to cover the cost of this; and•identify and reimburse foster and connected carers who made successful applications for transport expenses since October 2017 and who had the weekly transport allowance deducted before their claim was paid.

  • London Borough of Bromley (20 004 319)

    Category: Adult care services Date: 07-Mar-2022

    Summary

    Mrs C complains about poor communication from the Council in relation to care provision, failure to complete a carer assessment, inadequate care, delay setting up direct payments and implementing an increase in provision and failure to provide a suitable chair. The Council delayed telling Mrs C about the cost of the service, failed to ensure a handover took place, failed to complete a carer assessment and provided Mrs C with wrong information about the provision of the chair. Those failures did not affect the provision in place. An apology, payment to Mr D and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers that handovers need to take place between carer agencies and a carer assessment must be completed when a carer asks for one.

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