Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2022 and 31 March 2023

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 Lambeth as a CSV file.

  • London Borough of Lambeth (22 008 234)

    Category: Education Date: 10-Mar-2023

    Summary

    The Council avoidably delayed producing an Education Health and Care Plan (EHC Plan) for Mr X’s child, Z. Its communication and complaint handling was also poor in this case. These faults caused frustration and uncertainty to Mr X and Z. The Council has agreed to apologise, pay Mr X £300 and carry out several service improvements to recognise the injustice caused.

    Service improvements

    The Council has agreed to demonstrate that it has reminded Special Educational Needs and Disabilities (SEND) staff of the deadlines around Education Health and Care needs assessments and issuing draft and final Education Health and Care Plans.The Council's communication and complaint handling was poor when considering an Education Health and Care Plan. The Council has agreed to show its complaint handling team this case and remind complaint handling staff that their complaint responses should assess what has gone wrong, explain what has gone wrong to complainants and seek to remedy any injustice caused by the Council where possible.

  • London Borough of Lambeth (21 014 560)

    Category: Education Date: 04-Jan-2023

    Summary

    Miss Y complained about the Council’s failure to make educational provision for her son, W, once it became aware that he was unable to attend school. She also complained about delays in the Council’s assessment of W’s Special Educational Needs (SEN). We find the Council failed in its statutory duty to make suitable provision available for W. The Council will pay £2,350 to W in recognition of the missed provision, £2,900 to Miss Y for the provision she funded and £500 in recognition of her distress, time and trouble. The Council will also undertake the service improvements we have recommended.

    Service improvements

    The Council will remind relevant officers of the Council’s statutory duties under Section 19 of the Education Act 1996, specifically regarding the requirement to assist pupils with long-term non-attendance irrespective of whether they remain on a school roll. This could be in the form of a briefing paper or staff training.Remind relevant officers of the Council’s statutory duties under Regulation 13 of the Special Educational Needs and Disability Regulations 2014. This could be in the form of a briefing paper or staff training.

  • London Borough of Lambeth (21 010 042)

    Category: Education Date: 03-Apr-2022

    Summary

    Miss X complained the Council wrongly sought to prosecute her for her son’s non-attendance at school. The Council’s failure to properly document how it considered all of the factors and reached the decision to prosecute Miss X for Mr Y’s non-attendance at school, amounts to fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has also agreed to provide training/reminders to ensure that staff understand the need to properly record how they have considered the individual circumstances and the reasons for their decisions to prosecute parents.

  • London Borough of Lambeth (21 010 041)

    Category: Education Date: 20-Apr-2022

    Summary

    Miss X complained the Council refused to provide transport support for her sone to attend school. The Council's failure to properly advise Miss X on the availability of transport support and how to formally apply for this amounts to fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has also agreed to •Draft and publish a separate school transport policy setting out the eligibility criteria and process for those seeking school transport support for children who do not have SEN or a disability; •provide reminders/ guidance to ensure staff are aware of the Council’s duties regarding home to school transport for children who do not have SEN or a disability and are able to access and provide and accurate information.

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