Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2022 and 31 March 2023

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 London Borough of Bromley as a CSV file.

  • London Borough of Bromley (22 011 091)

    Category: Education Date: 16-Mar-2023

    Summary

    Ms X complained that the Council delayed in securing a school place for her son, C, and failed to put in place alternative education in the interim. We found the Council was at fault in failing to chase up a school place for C with the school it had identified under the Fair Access Protocol. It also failed to put in place alternative provision while the matter was resolved. As a result, C lost three months’ education and Ms X suffered distress and inconvenience. In recognition of the injustice caused the Council has agreed to apologise to Ms X and make a payment to her.

    Service improvements

    The Council has agreed to issue a written reminder to relevant staff to ensure they are aware of the Council’s duties under section 19 of the Education Act 1996 to provide alternative education for children where there is no suitable available education which is reasonably practicable for the child to access.

  • London Borough of Bromley (22 001 138)

    Category: Education Date: 19-Oct-2022

    Summary

    Ms X complained about delays with getting professional advice and issuing an Education and Health Care Plan (EHCP) for her daughter (Z). She also complained about the Council’s unsatisfactory communication throughout the EHCP process. Ms X said the Council’s failings had detrimental effect on Z at the critical stage of her education, caused them distress and resulted in the family’s financial difficulties. We find the Council at fault for failing to comply with the EHCP timescales and to effectively communicate with Ms X. The Council has accepted our recommendations for personal remedies and service improvements.

    Service improvements

    The Council will remind all Special Educational Needs case officers and their managers of the importance to:comply with the Education and Health Care Plan timescales;involve children or young people and their parents in the Education and Health Care Plan process.The Council will provide the evidence that this has happened.

  • 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 (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 (21 010 675)

    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.

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