Service improvements

London Borough of Richmond upon Thames

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 - 2 of 2 cases with service improvements

Export results (CSV)

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

  • London Borough of Richmond upon Thames (25 008 999)

    Category: Education Date: 02-Jun-2026

    Summary

    Mr X complained the Council failed to deliver specialist education to his daughter, Y. We have found fault because the Council did not have oversight of the provision in place and failed to organise psychoeducation specified in her Education, Health and Care Plan. This caused Mr X and Y avoidable distress and frustration. The Council has suggested a remedy for the lost provision and linked frustration. To remedy the injustice caused, the Council has agreed to apologise to Mr X and Y, make a payment to Mr X, organise appropriate provision and review some of its practices and procedures linked to oversight.

    Service improvements

    The Council will review its current practice and implement processes to check Section F provision in an Education, Health and Care Plan is being delivered for new and amended EHC Plans or when a change in education setting takes place. This will help to ensure it has appropriate oversight regarding its duty to ensure Section F provision is delivered.

  • London Borough of Richmond upon Thames (25 006 459)

    Category: Housing Date: 01-Jun-2026

    Summary

    We found fault by the Council on Miss Y’s complaint about it failing to meet its duties under the homeless relief stage, deciding whether it owed her the main housing duty, and not contacting her for seven months. The agreed action remedies the injustice caused. There was no fault on her complaint about it failing to place her in suitable interim accommodation.

    Service improvements

    The Council agreed to review why she did not receive the support and help she should have from February 2024 and act to ensure this failure cannot be repeated on future cases.The Council agreed to review why a decision was not promptly made on her homelessness application and act to ensure this failure cannot be repeated on future cases.The Council agreed to review why there was no contact with her for seven months and act to ensure this failure cannot be repeated on future cases.

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