Service improvements

London Borough of Richmond upon Thames

Showing service improvements between 1 April 2021 and 31 March 2022

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 Richmond upon Thames as a CSV file.

  • London Borough of Richmond upon Thames (21 001 734)

    Category: Children's care services Date: 31-Jan-2022

    Summary

    Ms B complained about the Council’s actions during a series of events involving her disabled daughter. We uphold the complaint finding fault in certain communications the Council sent to Ms B; in a statement it made in an assessment of her daughter’s needs and because of delay in it taking action agreed when Ms B made her complaint. These faults caused Ms B distress and unnecessary frustration, time and trouble. The Council accepts these findings. At the end of this statement, I explain the action it has agreed to remedy Ms B’s injustice.

    Service improvements

    The Council has agreed to issue a briefing to relevant staff to learn lessons from this complaint that they are reminded of the need: to be clear with parents about the role of a Local Authority Delegated Officer (LADO) in any cases whichhave LADO involvement; to take care with language and not to misrepresent facts when socialwork staff find themselves having conversations or email communications with parentsthey may find challenging; to ensure that assessments clearly distinguish between facts andopinion; and where an opinion relies on facts that the facts are clearly setout in the body of the document.The Council will also provide the Ombudsman with further details on how it looks to ensure that recommendations it has agreed during the complaint process are carried out within a suitable timescale. In this case the Council had agreed to an earlier recommendation to amend or place a statement on its social work records but had failed to carry that out.

  • London Borough of Richmond upon Thames (20 011 993)

    Category: Children's care services Date: 23-Mar-2022

    Summary

    Miss X complains about the Council’s failure to provide the special educational provisions set out in her son’s Education, Health, and Care plan. She also complains the Council failed to appropriately deal with the safeguarding concerns she raised. We find fault with some of the Council’s actions. We have made recommendations for the Council to remedy the injustice caused.

    Service improvements

    Remindrelevant staff of the importance of issuing EHC plans within the timescales setout in the SEN code of practice.

  • London Borough of Richmond upon Thames (20 005 950)

    Category: Education Date: 27-Sep-2021

    Summary

    We upheld Miss X’s complaint about the way the Council handled her daughter’s education, health and care plan. The Council failed to secure the provision in the plan, and delayed carrying out reviews and issuing amendments to the plan. As a result, Miss X’s daughter did not receive all the provision she was entitled to. To remedy the injustice caused, the Council agreed to apologise to Miss X and her daughter and make a payment to recognise the lost provision and the provision Miss X paid for.

    Service improvements

    The Council will share the final decision with all staff involved in the EHC process and highlight the findings at a team meeting, or equivalent.

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