Service improvements

London Borough of Croydon

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 1 - 6 of 6 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 (25 009 045)

    Category: Education Date: 23-Mar-2026

    Summary

    The Council was at fault for failing to ensure Ms X’s child Y received the Speech and Language Therapy (SALT) in their Education, Health and Care Plan between January 2025 and February 2026 and Occupational Therapy between January 2025 and November 2025. Poor communication from the Council during that time added to Ms X’s frustration. The Council has agreed to ensure SALT provision is secured for Y, apologise to Ms X and make a payment to acknowledge her frustration and the impact on Y of the missed provision. It will also provide an update on its commissioning arrangements to ensure these can meet requirements for SALT and OT provision.

    Service improvements

    The Council will provide an update to the Ombudsman on its intention to directly employ Occupational Therapists and the impact this has had on securing Occupational Therapy provision.The Council will review how Speech and Language Therapy is commissioned and arranged when it is required as part of a final Education, Health and Care plan.

  • London Borough of Croydon (25 005 953)

    Category: Education Date: 04-Mar-2026

    Summary

    The Council’s different departments failed to work collaboratively to plan for Ms Y’s transition to adult care services from an Education, Health and Care (EHC) Plan. The Council failed to consider an interim review of Ms Y’s EHC Plan and to ensure it met her eligible care needs. It also failed to properly respond to Ms Y’s parents’ (Mr and Mrs X) complaint. This caused Ms Y distress and uncertainty and Mr and Mrs X time and trouble pursuing the matter. The Council has agreed to apologise, make a payment to Ms Y and Mr and Mrs X, and carry out a review that considers both Ms Y’s education and social care needs.

    Service improvements

    The Council’s different departments failed to work collaboratively to plan for a young adult's transition to adult care services from an Education, Health and Care Plan. The Council has agreed to review its approach to planning transitions to adult care services for young people with an Education, Health and Care Plan. The Council should create an action plan identifying how its adult social care and Special Educational Needs teams will work together to ensure transitions are properly planned and implemented as set out in the Special Educational Needs Code of Practice and Care and Support Statutory Guidance.

  • London Borough of Croydon (24 021 812)

    Category: Education Date: 02-Dec-2025

    Summary

    Miss X complained the Council delayed issuing an Education, Health and Care Plan to her son following a review. Miss X also complained the Council failed to ensure her son received the required special educational provision while he was attending school and failed to ensure he received appropriate education for the period he did not attend school. Miss X says the Council’s actions caused avoidable distress to her and her son. We found some delay by the Council. The Council has agreed to apologise to Miss X for the fault identified.

    Service improvements

    Ensure the Council has a process in place to monitor responses from schools following reviews of Education, Health and Care Plans, to ensure review reports are provided to the Council within the prescribed timeframe

  • London Borough of Croydon (24 018 050)

    Category: Education Date: 24-Jun-2025

    Summary

    The Council was at fault as it failed to provide occupational therapy for Miss X’s child from September 2024 to March 2025 in line with their Education, Health and Care Plan, and it poorly communicated and handled her case. It will apologise and make a payment to Miss X to acknowledge the impact of the missed occupational therapy provision. It will also identify why it failed to arrange the occupational therapy provision and report back to us on the action it has taken to address this.

    Service improvements

    The Council will identify the issues that led to the failure to arrange Occupational Therapy provision for a child in line with their Education, Health and Care Plan and report back to us on the steps it will take to avoid similar issues from happening in future.

  • London Borough of Croydon (24 017 787)

    Category: Education Date: 05-Oct-2025

    Summary

    Mrs X complained the Council failed to ensure her child, Y received an education or the specialist provision in line with their Education, Health and Care (EHC) Plan after they moved to the area in July 2024. The Council was at fault for failing to offer Y a school placement or arrange an education and provision in line with their EHC Plan between September 2024 and May 2025. The Council agreed to apologise and make payments to acknowledge the injustice this caused to Y and Mrs X. It should also carry out service improvements.

    Service improvements

    The Council will review its processes to consider what changes or action it needs to ensure that where a child with an Education, Health and Care (EHC) Plan is not attending school that it has systems in place to secure the provision in the Plan as far as possible outside the school setting.The Council will remind relevant staff that where it asks another organisation to arrange and secure provision in an Education, Health and Care (EHC) Plan that the Council remains liable and therefore it should carry out sufficient oversight of that organisation.

  • London Borough of Croydon (24 010 129)

    Category: Education Date: 19-Jun-2025

    Summary

    Mx X complains the Council did not deal properly with her daughter Y’s education because it did not provide alternative education and she says Y lost education provision. The Council did not properly consider whether it should provide s19 alternative education for Y. Y suffered loss of educational provision and opportunity for 3 months. The Council should apologise and Pay Mx X £1,800 for loss of education provision.

    Service improvements

    Provide guidance to staff to consider any action required under the Council’s statutory duties when it becomes aware of non-attendance at schools, with reference to the Ombudsman's Focus Report ‘Out of school, out of sight?’ published in July 2022 and to record all actions, communication and decision making as part of this consideration.

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