Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2021 and 31 March 2022

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

  • London Borough of Hillingdon (21 011 741)

    Category: Education Date: 23-Mar-2022

    Summary

    Ms X complained about the Council’s decision on her son’s school transport, resulting in distress to her son and inconvenience to her. We find the Council at fault for not following its published process, but this did not affect the Council’s decision making. We recommend the Council apologise to Ms X for not following its published appeals process and make a payment to recognise the uncertainty caused. We also recommend the Council remind staff dealing with transport appeals of the importance of following its published policy.

    Service improvements

    The Council will remind staff dealing with transport appeals of the importance of following its published process and sending detailed responses at each stage.

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