Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2023 and 31 March 2024

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 Croydon as a CSV file.

  • London Borough of Croydon (22 014 659)

    Category: Education Date: 03-Apr-2023

    Summary

    The Council failed to provide evidence of compliance with all the recommendations we made when considering Ms X’s complaint about its failure to put in place the provisions of her child’s Education Health and Care Plan and response to her personal budget request. We found fault as the Council failed to comply with all the recommendations we made causing added frustration and uncertainty to Ms X. We have made further recommendations and so have completed our investigation.

    Service improvements

    Ensure the Council has procedures in place so its responses to our draft decisions have been considered and are robust.Confirm the Council has procedures in place to ensure timely compliance with agreed remedies.

  • London Borough of Croydon (22 014 644)

    Category: Education Date: 03-Aug-2023

    Summary

    the Council did not consider its duty under s19 of the Education Act 1996 to make alternative arrangements for B’s education when Ms M said he was too ill to attend school. Further, this appears to be a wider problem as we have investigated a similar complaint before. The Council has accepted our recommendations.

    Service improvements

    The Council will refer my decision to the next meeting of the relevant scrutiny committee and develop an action plan to ensure the lessons learned from this and previous complaints are ‘embedded’. The scrutiny committee will monitor the implementation of the Council’s action plan.

  • London Borough of Croydon (22 014 230)

    Category: Education Date: 31-Aug-2023

    Summary

    Miss X complained about the Council’s actions in relation to her child, Y’s, Education, Health and Care (EHC) Plan. The Council was at fault. It did not consider amending Y’s EHC Plan when it was aware Y was struggling at school and it did not properly complete the annual and emergency review process of Y’s EHC Plan. This affected Y’s educational development for two school terms and it caused distress, frustration and uncertainty to Miss X. The Council has agreed to apologise to Y and Miss X and give them a symbolic payment to acknowledge the injustice caused. The Council will also provide training to its staff in relation to the process of completing a review of an EHC Plan and it will review its current service improvement to prevent a recurrence of fault.

    Service improvements

    The Council will provide training to its staff in relation to completing reviews of Education, Health and Care Plans, whether it is an annual review or an emergency review so that actions are in line with guidance.The Council made a service improvement which is to take action if it has not received a review record following an Education, Health and Care Plan review meeting, from schools within 12 months of the meeting. The Council has agreed to review the service improvement. This is to ensure the Council contacts schools within four weeks of the review meeting, if it has not received the record.

  • London Borough of Croydon (22 009 164)

    Category: Education Date: 26-Apr-2023

    Summary

    We find the Council at fault for its failings to follow the Annual Review and Education Health and Care (EHC) needs reassessment timescales for the complainant’s (Mrs X) son (Y), its failings within Y’s key stage transfer and the way it handled Mrs X’s complaints. These faults caused Y and Mrs X injustice. The Council agreed to issue Y’s final Education Health and Care Plan (EHCP), apologise, make payments to recognise negative impact of the Council’s failings on Y’s education and make payments for Mrs X for distress and time and trouble spent on chasing up the Council’s responses. The Council also agreed some service improvements.

    Service improvements

    The Council will consider making improvements in monitoring Annual Reviews timescales by aiming at sending proposed amendments to EHCPs four weeks from the date of the Annual Review meeting and implementing checks whether the process has been completed within twelve weeks from the date of the meeting.The Council will remind the front-line Special Educational Needs staff of the details of the Council’s corporate complaints policy and in particular what constitutes a complaint, which should be passed to the complaints team and responded in line with the Council’s policy.

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