Service improvements

London Borough of Camden

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 1 - 4 of 4 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Camden as a CSV file.

  • London Borough of Camden (24 018 855)

    Category: Education Date: 01-Apr-2026

    Summary

    The Council was at fault for not issuing Y’s Education Health and Care Plan within statutory timescales. The Council was also at fault for its poor communication and delayed complaint responses. The Council has agreed to apologise and make a payment to recognise Y’s missed provision.

    Service improvements

    The Council has agreed remind officers by way of training or staff briefings of the importance of responding to correspondence within five working days and to complaints within the timescales set out in its complaints policy.The Council has agreed to create an action plan to address the delays in its EHC needs assessment process.

  • London Borough of Camden (24 015 121)

    Category: Education Date: 25-Nov-2025

    Summary

    Miss X complained about the Council’s failure to deliver special educational provision included in Section F of her son’s (Y) Education Health and Care Plan. We found fault with the Council. This fault caused injustice to Y and Miss X. The Council has already offered some suitable remedies. The Council has also agreed to make a symbolic payment to Miss X to recognise her distress, arrange a meeting with Miss X to review Y’s education and carry out further service improvement.

    Service improvements

    The Council will complete service improvement actions offered in the Council’s final complaint response of October 2025 listed in paragraph 37c) of this decision.The Council will review its complaint handling process to ensure timeliness of the Council’s responses.

  • London Borough of Camden (24 000 438)

    Category: Education Date: 13-Jan-2025

    Summary

    Ms X complained the Council failed to provide her son with any education and provision between September 2022 and February 2023. She also says it delayed dealing with her complaint about the matter. We find the Council was at fault for failing to provide Ms X’s son with any education and provision. It was also at fault for its significant delays in responding to Ms X’s complaint about the matter. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they understand the Council’s legal and non-delegable duty to provide a child or young person with the special educational provision set out in section F of an EHC Plan.The Council will issue written reminders to relevant staff to ensure they understand the Council’s duty to provide full-time education where a child cannot attend school because of exclusion, medical reasons or otherwise.

  • London Borough of Camden (22 004 833)

    Category: Education Date: 19-Dec-2022

    Summary

    Mr Y complained the Council unreasonably refused his application for a free school travel pass for his daughter. We found fault in how the Council consider his application. But this fault did not alter the outcome of Mr Y’s application and so we have completed our investigation.

    Service improvements

    The Council will review its school transport policy to ensure that it clarifies the 75-minute journey time referred to is for a one-way journey and not for both legs of the journey combined.The Council will provide guidance to all staff considering applications and appeals for free school travel passes to make sure they are applying the 75-minute journey time and the nearest qualifying school criterion correctly.

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