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 21 - 30 of 86 cases with service improvements

Export results (CSV)

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 (24 011 518)

    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.

  • London Borough of Bromley (24 011 010)

    Category: Housing Date: 15-May-2025

    Summary

    Mr X complained that he remained living in unsuitable temporary accommodation for over 12 months, despite the Council agreeing to move him. He also complained about delay in the Council’s complaints process. We upheld both parts of the complaint, finding the Council at fault for not re-housing Mr X sooner and for delay in responding to his complaint. These faults caused distress to Mr X and meant he lived in unsuitable accommodation for far longer than he should have. The Council has accepted these findings. At the end of this statement, I set out action the Council has agreed to remedy this injustice caused to Mr X and improve its service.

    Service improvements

    The Council agreed that it would remind all staff who carry out reviews of the suitability of temporary accommodation for those who are homeless, of the need for their decisions to clearly state if the Council considered the accommodation suitable or not. Also, that where the Council considered accommodation suitable that it must remind the applicant of their right to seek a further review via the County Court. This followed the Council issuing a confusing decision in this case, where the complainant had asked it to review the suitability of his temporary accommodation.

  • London Borough of Bromley (24 010 310)

    Category: Environment and regulation Date: 11-Sep-2025

    Summary

    Mr X complained about the Council’s decision to make a Tree Preservation Order permanent even after his objections. We found the Council was at fault for not properly considering Mr X's comments. This caused Mr X frustration and uncertainty about the Council’s decision making. We recommended the Council should apologise and pay Mr X £300 to remedy the injustice its actions caused him.

    Service improvements

    The Council agreed to remind staff the importance of contemporaneous record keeping when making decisions, recording and addressing objections received.

  • 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 (24 008 217)

    Category: Housing Date: 26-Nov-2025

    Summary

    Miss X complained she was forcibly removed from temporary accommodation and then the Council disposed of her belongings. We find the Council at fault for failing to investigate her complaint about her removal and for failing to consider or act on its duty to protect her property. These failings caused Miss X distress and uncertainty. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its services.

    Service improvements

    The Council has agreed to, using this case as an example, issue guidance to relevant staff that clearly sets out the Council’s duties and powers to protect property.

  • 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.

  • London Borough of Bromley (24 005 064)

    Category: Adult care services Date: 26-Aug-2025

    Summary

    Mrs H complained about the care provided to her son, Mr G, by London Borough of Bromley, NHS South East London Integrated Care Board and Oxleas NHS Foundation Trust. We found fault by these organisations for their handling of Mr G’s discharge from hospital. This caused Mr G and Mrs H distress and uncertainty. The organisations will act to put matters right and review their policies and procedures to prevent similar problems occurring in future.

    Service improvements

    The Council will review its section 117 policies and procedures to ensure they reflect the requirements of the Mental Health Act 1983 and the associated Code of Practice. These reviews should ensure there is clear guidance for staff around effective care planning and the importance of an allocated care coordinator for people with complex needs.

  • London Borough of Bromley (24 009 642)

    Category: Housing Date: 07-Mar-2025

    Summary

    Miss X complained about the Council’s delay in rehousing her after she had to leave her home due to domestic abuse. We found the Council’s failure to properly consider Miss X’s circumstances or review its records to confirm what, if any, duty it owed Miss X in March 2023 is fault. This fault caused Miss X confusion and uncertainty for which the Council will apologise.

    Service improvements

    The Council has agreed to remind relevant officers of the legal duty to assess and make an accurate and comprehensive record of the current housing and support needs of the applicant. Particularly where the Council has previously accepted a duty to the applicant.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings