Service improvements

London Borough of Newham

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 - 3 of 3 cases with service improvements

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

  • London Borough of Newham (22 011 776)

    Category: Education Date: 16-Jul-2023

    Summary

    Mrs X complained the Council failed to provide the occupational therapy and speech and language therapy agreed in her son’s Education Health and Care (EHC)plan. She also complained the Council had not refunded her travel costs she has incurred. We found fault by the Council. The Council has agreed to provide an additional payment to fully address the injustice caused to her and Y.

    Service improvements

    The Council has agreed to review its procedures for paying education providers (including the IT systems it uses) to address the persistent problems making timely payment to providers. It will create an action plan explaining what it will do to achieve a permanent resolution.

  • London Borough of Newham (22 010 608)

    Category: Education Date: 14-Dec-2023

    Summary

    The Council was at fault for delays in completing a child’s Education, Health and Care needs assessment and for delays in complaint handling. As a result, the child had to wait for over a year to receive their Education, Health and Care plan and missed out on provision they should have received much sooner. To remedy the injustice caused, the Council agreed to apologise, make a payment for the loss of provision and the distress caused, and carry out service improvements to address its complaint handling and backlog of Education, Health and Care needs assessments.

    Service improvements

    Review what went wrong in its complaint handling in this case and identify what measures it can put in place to ensure delays such as this do not occur in the future.Provide the Ombudsman with a report detailing what it has done, and plans to do, to tackle the backlog of overdue education, health and care needs assessments and ensure these are completed within the statutory timeframe.

  • London Borough of Newham (22 000 023)

    Category: Education Date: 17-Jul-2023

    Summary

    Miss X complains the Council failed to provide her son, Y with a suitable education from September 2019 until April 2022. We have found fault by the Council but cannot say Y would have received an effective education absent of this fault. We have also found fault with the Council’s handing of Miss X’s request for school transport. The Council has agreed to apologise, make a financial payment and service improvements to remedy the injustice caused.

    Service improvements

    The Council will remind its SEN and children’s social care team of the importance of keeping robust recordsThe Council should remind relevant staff of their duties under the Children Act 1996 to provide alternative provision when a child is out of school.

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