Service improvements

London Borough of Croydon

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 - 1 of 1 cases with service improvements

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  • London Borough of Croydon (24 006 632)

    Category: Education Date: 19-Apr-2026

    Summary

    We upheld a complaint from Ms X, finding the Council slow to address her dissatisfaction with a personal budget she received to provide occupational therapy for her daughter. Also, it was slow to address how her daughter could attend therapy sessions when her school said it could not transport her. We found as a result Ms X and her daughter suffered an injustice as Ms X did not receive a budget sufficient to meet her daughter’s needs and who lost provision as a result. The Council accepted these findings. At the end of this statement we set out the action it agreed to remedy Ms X’s injustice and improve its service to avoid a repeat.

    Service improvements

    The Council agreed that it would review its existing processes to ensure that its Special Educational Needs (SEN) Caseworkers considered adjusting a personal budget following an annual review of an Education, Health and Care Plan (or where it had otherwise issued an amended plan) which changed provision covered by the personal budget. It would let us know if it had changed procedures as a result and what advice it had given, or proposed to give, to its SEN Caseworkers following the review.

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