Service improvements

London Borough of Bromley

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 11 - 14 of 14 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 (24 011 536)

    Category: Education Date: 21-Apr-2025

    Summary

    Mx G complained the Council failed to issue an education, health and care (EHC) plan after a review, delayed completing a reassessment of her needs, did not secure educational provision in accordance with her existing EHC plan, and failed to honour an agreement to provide a personal budget to fund her provision, meaning her mother, Mrs P, had to do this instead. We consider the Council was at fault on all points of complaint. This caused uncertainty and distress to Mx G and Mrs P, for which the Council has agreed to apologise and offer a financial remedy.

    Service improvements

    The Council should issue guidance to relevant staff, to remind them the SEN Code says (at paragraph 9.192) the 14-week deadline for completing an EHC needs reassessment begins on the date the decision to reassess is made.

  • London Borough of Bromley (24 011 482)

    Category: Education Date: 07-Apr-2025

    Summary

    Mrs X complained the Council did not review her child’s Education Health and Care Plan in line with statutory timescales and did not deliver the provisions set out in the Plan. Mrs X says this has impacted her child’s education and caused her financial strain. The Ombudsman finds the Council at fault which caused Mrs X and her child injustice. The Council has agreed to take service improvement action and make a payment to Mrs X.

    Service improvements

    The Council will tell us what steps it is taking to ensure it is seeking to commission alternative providers in cases where the initial commissioned providers do not have capacity to meet the provision detailed in the EHC Plan.

  • London Borough of Bromley (24 009 928)

    Category: Education Date: 25-Jun-2025

    Summary

    Mrs X complained the Council delayed issuing her child’s education, health and care (EHC) Plan and it failed to provide her with an education when she was unable to attend school. We found the Council at fault for delays in finalising the EHC Plan and arranging a suitable education. The faults caused a loss of education and avoidable distress. The Council has agreed to remedy the injustice caused by apologising in writing and providing a payment to the family.

    Service improvements

    The Council has also agreed that within eight weeks of this final decision, it will remind officers that its Section 19 duty is engaged as soon as it becomes aware a child or young person is not attending school, regardless of whether the Council receives a formal referral through its Gateway Service.

  • London Borough of Bromley (24 007 654)

    Category: Education Date: 13-Apr-2025

    Summary

    Ms B complained the Council failed to put in place provision in her daughter’s education, health and care plan. I am satisfied some of the claimed missing provision was in place but the Council failed to put in place the speech and language therapy. The Council also failed to make its own enquiries with the school when Ms B complained. That means Ms B’s daughter missed out on speech and language therapy and Ms B experienced distress. An apology, payment to Ms B and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will remind officers dealing with EHC Plans of the Council’s responsibility for ensuring provision in an EHC Plan is in place. That reminder should include the need to liaise with the education provider if a parent/carer raises concerns about provision not being in place, rather than directing the parent/carer back to the education provider.

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