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 - 20 of 26 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 (24 016 542)

    Category: Adult care services Date: 19-Jan-2026

    Summary

    Mr X complained about the Council’s investigation into the safeguarding and charging services it provided. He says the Council failed to act on the charging issue before it had resolved the safeguarding matter. Also, the Council agreed to cancel the charges but then delayed in doing so. We found the Council at fault. It has agreed to apologise, make a symbolic payment to recognise the injustice caused and complete a new written outcome letter into the safeguarding investigation.

    Service improvements

    The Council will provide guidance to staff completing safeguarding investigations explaining the importance of providing appropriate explanations and actions taken to those who have raised concerns in the first instance.

  • London Borough of Bromley (24 015 200)

    Category: Education Date: 27-Jul-2025

    Summary

    We have found fault with the Council for failing to secure all the special educational need provision in Miss X’s son’s Education, Health and Care Plan. This caused him to miss out on the support he needed which affected his behaviour and attendance at school. The Council has agreed to apologise to Miss X and make a payment to remedy Miss X’s and her son’s injustice.

    Service improvements

    The Council will send an email reminder to relevant staff reconfirming the Council's responsibility to secure SEN provision.

  • London Borough of Bromley (24 014 728)

    Category: Education Date: 10-Jul-2025

    Summary

    Miss X complained the Council delayed carrying out a review of her son’s Education, Health and Care Plan. The review should have been completed by 24 November 2024 but the final plan was not issued until July 2025, after Miss X complained to the Ombudsman. This delay is fault and has caused Miss X and her son distress and frustrated her appeal rights. A symbolic payment to recognise this is agreed.

    Service improvements

    Remind staff either by training or written guidance that it must complete annual reviews within the statutory timescales.

  • London Borough of Bromley (24 014 206)

    Category: Education Date: 03-Jul-2025

    Summary

    Ms X complained the Council delayed completing an Education, Health and Care (EHC) needs assessment after a tribunal ordered it to complete one in October 2023. Ms X also complained it delayed issuing the final EHC Plan for her child, Z, until July 2024, and did not provide an appropriate education in the interim. The Council was at fault. The Council will apologise and make payments to Ms X to recognise the avoidable frustration she was caused and the specialist educational provision and alternative provision Z missed out on.

    Service improvements

    The Council will remind relevant staff to consider whether the Council owes a child or young person a section 19 alternative provision duty where it is aware the young person is not attending school, including where the Council is carrying out an Education, Health and Care needs assessment for the young person.

  • London Borough of Bromley (24 014 166)

    Category: Education Date: 20-May-2025

    Summary

    Ms X complained the Council delayed issuing her child’s final education, health and care (EHC) Plan. The Council was at fault for failing to finalise the EHC plan within statutory timescales and this delayed Ms X’s appeal rights. The Council has agreed to make a payment to Ms X in recognition of the delay and take action service improvement action.

    Service improvements

    The Council has agreed to share our final decision with its SEND Panel Members and remind them that to prevent delay, they should ensure they have all the information they require before making their decisions.

  • London Borough of Bromley (24 013 750)

    Category: Education Date: 22-Jun-2025

    Summary

    Miss X complained about the Council’s failure to issue an amended Education, Health and Care Plan within the statutory timeframe, failure to provide support for her son’s (Y) special educational needs as well as poor communication and complaint handling. We found the Council to be at fault. This caused distress, frustration and had an impact on Y’s development. To remedy this injustice, the Council agreed to apologise, make a symbolic payment to Miss X and ensure delivery of missed provision.

    Service improvements

    The Council will take action to ensure correspondence sent by post is addressed to the intended recipient.

  • London Borough of Bromley (24 012 965)

    Category: Education Date: 18-Sep-2025

    Summary

    Ms X complained that the Council failed to provide her son, Y, with suitable full-time education and failed to secure Section F provision of his EHCP during the 2023/24 academic year. The Council failed to implement the education package it proposed and did not secure the specialist dyslexia provision required in Y’s Plan. As a result, Y missed out on significant education and specialist support, and Ms X was caused avoidable distress and frustration. The Council has agreed to our recommendations.

    Service improvements

    Review its procedures for securing EOTAS provision in cases where a personal budget is declined or inappropriate, to ensure robust commissioning and contingency arrangements are in place.

  • 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 (24 011 518)

    Category: Planning Date: 28-Nov-2025

    Summary

    Mr X complained about the Council’s handling of the planning and enforcement process for a path serving an approved development near his home. He said as a result his privacy has been affected, and he may experience water overflow into his garden. We found fault in how the Council considered amended plans to increase the height and location of the path in early 2023 and how it communicated with him. The was no fault on other matters complained about. The Council will apologise and make a symbolic payment to acknowledge the impact Mr X has experienced.

    Service improvements

    The Council will remind officers in its planning enforcement team to consider each reported planning enforcement concern it receives on their own merits. This includes circumstances where an enforcement decision has been made for other neighbours affected by a development if the alleged concerns or impact are not the same.

  • 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.

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