Service improvements

London Borough of Hounslow

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 Hounslow as a CSV file.

  • London Borough of Hounslow (24 005 241)

    Category: Education Date: 20-Dec-2024

    Summary

    Mr X complained the Council failed to provide his child Y with the provision set out in Y’s Education Health and Care (EHC) Plan, delayed updating the Plan and delayed setting up direct payments to secure provision for Y whilst it sought a school place. The Council was at fault. It failed to review Y’s Plan when Y stopped attending school, delayed arranging alternative provision to meet Y’s needs and the provision arranged did not meet all Y’s needs. The Council has agreed to apologise to Mr X and make payments to acknowledge Y’s missed provision and the distress, frustration and uncertainty caused to Mr X. It has also agreed to review its procedures.

    Service improvements

    The Council has agreed to review its procedures to ensure interim/emergency reviews of Education, Health and Care Plans are arranged in a timely manner when it is clear a placement is ending and a new placement is yet to be identified.The Council has agreed to review how it consulted schools to identify whether any lessons can be learned particularly in relation to the better targeting of consultations for a school place, following up responses to consultations and ensuring the reasons given for refusing a place are adequately provided.

  • London Borough of Hounslow (24 005 013)

    Category: Education Date: 10-Mar-2025

    Summary

    Mrs X complained the Council did not provide her child D with special educational needs support from their Education, Health, and Care Plan, and failed to properly review the Plan. There was fault by the Council which caused D to miss special educational needs provision, and avoidable distress for D and Mrs X. The Council agreed to apologise, evidence it is taking action to ensure D’s provision is in place, and pay a financial remedy. It will also review its processes to ensure it meets its duties to secure Education, Health, and Care Plan provision.

    Service improvements

    The Council agreed to decide what changes are needed to its Education, Health, and Care (EHC) Plan processes, or staff training, to ensure it has systems in place to:ensure its staff are clear about its non-delegable duty to ensure EHC Plan provision is in place;check EHC Plan provision is in place when it issues a new or substantially different EHC Plan, and properly investigate complaints or concerns that provision is not in place at any time;ensure arrangements are clear for how support from therapy services will be provided where it maintains an EHC Plan for a child that attends a school in a different council’s area; andensure effective case management of EHC Plans when staff leave and are replaced, so statutory timescales are met and issues responded to in good time.

  • London Borough of Hounslow (22 016 980)

    Category: Education Date: 16-Oct-2024

    Summary

    The complainant (Ms X) said the Council had failed to provide her son Y with suitable education since 2018. We found fault with the Council’s failure to consider Ms X’s complaint under the children’s statutory complaint procedure and in the way the Council dealt with Ms X’s corporate complaint. The Council’s fault caused Ms X injustice. We could only investigate whether the Council provided suitable education to Y between January and mid-March 2023. We did not find fault in the Council’s actions at this time. The Council has agreed to apologise, carry out the children’s statutory complaint procedure for Ms X’s complaint and offer her suitable remedies for the complaint upheld at stage two of the corporate complaint process. The Council has also agreed to make a symbolic payment.

    Service improvements

    The Council will review its corporate complaint handling to ensure:• It responds at both stages within the timescales set out in the Council’s complaint policy;• When upholding complaints it offers suitable remedies.

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