Service improvements

London Borough of Hillingdon

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 Hillingdon as a CSV file.

  • London Borough of Hillingdon (23 006 468)

    Category: Education Date: 27-Feb-2024

    Summary

    Ms B says the Council failed to provide education to her son, failed to keep her up-to-date with what was happening, failed to update her son’s education, health and care plan and delayed responding to her complaint. The Council failed to put in place education for part of the period, did not always respond to Ms B’s queries, failed to meet with her as it agreed to do and delayed responding to her complaint. An apology, reminder to officers and payment to Ms B is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers about the Council’s section 19 responsibility to ensure a child receives education and the need to consider making a referral for a tutor at an early stage if a school cannot be identified.

  • London Borough of Hillingdon (23 004 882)

    Category: Education Date: 08-Feb-2024

    Summary

    Miss X complained on behalf of a family member, Miss Y. Miss X said the Council failed to consider all the evidence available when it decided not to provide Miss Y with post-16 travel assistance. There was no fault in the way the Council decided not to award Miss Y travel assistance. There was fault in the Council’s record keeping. The Council should apologise to Miss X for the uncertainty caused by the fault and carry out a service improvement.

    Service improvements

    The Council will write to staff involved in Special Educational Needs and Disability transport decisions and remind them of the importance of ensuring decision letters and meeting minutes record the correct details of the applicant being considered.

  • London Borough of Hillingdon (23 004 223)

    Category: Education Date: 12-Mar-2024

    Summary

    Mrs X complained the Council failed to provide an education and specialist provision in line with her son, F’s Education, Health and Care (EHC) Plan since March 2023 when his named placement could no longer meet his needs. She said it also failed to issue F’s amended EHC Plan following an annual review. The Council was at fault. It agreed to apologise and make payments to recognise the impact on F’s education and the distress and uncertainty caused to Mrs X. It will also carry out service improvements.

    Service improvements

    The Council will remind officers in its Special Educational Needs Disabilities (SEND) team of the duty to comply with statutory timescales following an annual review of a child or young person's Education, Health and Care Plan.The Council’s SEND team agreed to review how it carries out its due diligence for children and young people with Education, Health and Care (EHC) Plans who for whatever reason cannot attend their named placement. This is to ensure it fully considers its duty to provide the education outlined in their EHC Plans to prevent gaps in education. The Council should outline the actions and steps it intends to take.

  • London Borough of Hillingdon (22 015 211)

    Category: Education Date: 05-Sep-2023

    Summary

    Ms X’s son, Z, would have attended a specialist primary school placement sooner, were it not for the Council’s delay in carrying out his Education, Health and Care (EHC) needs assessment. The Council delayed by 23 weeks in finalising Z’s EHC plan, failed to consult the specialist school Ms X requested in a timely way, and communicated poorly with Ms X during this time. The Council has agreed to apologise and pay Ms X £650 in recognition of the distress and uncertainty caused by the delay. Particularly as this happened during a key phase transfer in Z’s education. The Council has also agreed to pay Ms X £300 in recognition of the frustration caused to her by the Council’s poor communication and delay and carry out several service improvements.

    Service improvements

    The Council has agreed to take action to prevent future delays in processing Education, Health and Care needs assessments.The Council has agreed to remind staff that where the Council becomes aware that a child in early years education will likely require an Education, Health and Care plan, it must start the process of assessment without delay, and with that child's key phases of education in mind.

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