Service improvements

London Borough of Ealing

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 3 of 3 cases with service improvements

Export results (CSV)

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

  • London Borough of Ealing (24 008 364)

    Category: Education Date: 18-Dec-2024

    Summary

    There was fault in the way the Council considered an application and appeal for home to school transport on special educational needs/disability/mobility grounds. This casts doubt on the decision reached. The Council will apologise, hold a fresh appeal, make a time and trouble payment, and carry out service improvements.

    Service improvements

    Remind all officers who carry out transport appeals, and those who send decision letters, of the requirement to consider all the evidence presented and properly record and evidence how it reached the decision, in line with statutory guidance.Remind officers that applications on SEN /disability / mobility grounds must consider health, safety, sensory and behavioural difficulties and not just physical mobility problems when deciding if a child is able to walk to school.

  • London Borough of Ealing (23 017 512)

    Category: Education Date: 29-Sep-2024

    Summary

    Ms X complained the Council failed to secure J’s special educational provision and delayed issuing a final Education, Health and Care (EHC) Plan. Ms X also said the Council failed to discharge its education duties when J stopped attending school. We have found the Council at fault for the delay in issuing J’s EHC Plan and for parts of its complaint handling. We have made recommendations to remedy the injustice we believe this caused. We have found the Council at fault for not properly recording its decisions about alternative education provision. However, this did not cause an injustice. We have not found the Council at fault for failing to secure the special education provision in J’s EHC Plan. There are parts of Ms X’s complaint we cannot investigate. We explain why in our decision statement.

    Service improvements

    The Council will share the Ombudsman's decision and a copy of our focus report Out of school, out of sight? with relevant officers, to emphasise the Council's section 19 duties and identify wider learning.

  • London Borough of Ealing (23 013 270)

    Category: Education Date: 08-Apr-2024

    Summary

    Ms A complained that in March 2023 the Council wrongly stopped her son, B’s, school transport. She also said the Council took a long time to overturn its decision and it did not accept her complaints about the appeals process she made in November 2023. The Council was at fault for deciding to end B’s school transport. We also found the Council’s appeals policy and corporate complaints policy were misleading. The Council has already agreed to provide school transport for B and to our further recommendations at the end of this decision on how to remedy the injustice its actions caused to Ms A and B.

    Service improvements

    The Council agreed to remind its staff that members of the public may submit corporate complaints about the quality of service they received regardless of any appeals they submitted. In those cases, the Council should still consider the corporate complaint as per its travel assistance policy.

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