Service improvements

London Borough of Hounslow

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 Hounslow as a CSV file.

  • London Borough of Hounslow (22 015 504)

    Category: Education Date: 19-Jul-2023

    Summary

    Mr X complained the Council did not provide his daughter, Y, a school place from November 2021, or the specialist provision in her Education, Health and Care Plan from May 2022. The Council did not ensure Y received an education between November 2021 and May 2022, and did not secure the provision in her plan from June 2022 until June 2023. The Council agreed to pay Mr X £8,200 to remedy the loss of education and provision to Y, and £300 to recognise the distress and frustration caused to Mr X.

    Service improvements

    The Council is developing staff guidance covering the arrangements for alternative provision when they span across academic years to ensure it restarts in September. The Council has agreed to provide the Ombudsman with a copy of the guidance.The Council will review its approach to consulting schools for children needing a placement. This should ensure that appropriate, timely steps are taken to widen the scope of consultation when insufficient responses are received from an initial round.

  • London Borough of Hounslow (22 015 112)

    Category: Education Date: 30-Jul-2023

    Summary

    Mrs X complained the Council failed to provide sufficient support for her daughter especially when her school attendance began to drop. We find the Council at fault for failing to provide alternative provision. The Council will make a financial payment for the loss of education, review the provision currently in place and remind staff of the policy.

    Service improvements

    The Council will remind all staff within children's services of the duties under section 19 of the Education Act 1996.

  • London Borough of Hounslow (22 010 636)

    Category: Education Date: 29-Jun-2023

    Summary

    Mrs X complains the Council did not properly consider her school transport appeals for her son and daughter, who are disabled. We consider there is fault by the Council. It has agreed a remedy.

    Service improvements

    The Council should remind the travel assistance appeal panel and clerk to the panel that their decision letters should set out brief details of the grounds raised and the reasoning for its decision.The Council should remind officers that early decision letters regarding applications for travel assistance should refer to exceptional reasons raised and should briefly address these.

  • London Borough of Hounslow (22 010 125)

    Category: Education Date: 04-Jul-2023

    Summary

    Mrs X complains the Council failed to properly assess her blue badge application for her son in a timely manner and that it failed to make reasonable adjustments at the face-to-face assessment. The Council is at fault for failing to consider the request for reasonable adjustments and failing to provide detailed reasons for refusal of a blue badge. The Council has accepted our recommendations to remedy the injustice caused by making a payment to acknowledge the distress caused and it has agreed to make service improvements.

    Service improvements

    The Council has agreed to provide evidence of the reasonable adjustment policy used by the company acting on its behalf when assessing applications for blue badges.The Council has agreed to remind staff of the proactive duty to make reasonable adjustments under the Equality Act and ensure blue badge decision letters are correct.

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