Service improvements

London Borough of Sutton

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 Sutton as a CSV file.

  • London Borough of Sutton (22 014 489)

    Category: Education Date: 15-Aug-2023

    Summary

    London Borough of Sutton and NHS South West London Integrated Care Board were jointly at fault for not providing health provision in Miss Y’s Education, Health and Care Plan. That put her at risk of harm and caused her distress and uncertainty. That fault also caused Miss Y’s father, Dr X, distress. Those organisations should apologise, carry out service improvements and make a symbolic payment to recognise the injustice Miss Y and Dr X suffered.

    Service improvements

    The Council (with the Integrated Care Board) should develop a joint policy in line with the SEN Code of Practice to ensure children receive the health provision set out in Section G of their Education, Health and Care Plan. That policy should include a specific arrangement for children who are ordinarily resident to Sutton but live outside the area.

  • London Borough of Sutton (22 009 987)

    Category: Education Date: 15-May-2023

    Summary

    Mrs X complains about the delay by the Council in issuing her son’s Education, Health and Care Plan (EHCP). She says the Council also ignored her request for reasonable adjustments when communicating with her. We find fault with the Council for the delay in issuing the final EHCP and for not carrying out the reasonable adjustments sought. We have agreed remedies to ensure this does not happen again.

    Service improvements

    The Council should look into how reasonable adjustments can be clearer on peoples' files.

  • London Borough of Sutton (21 011 145)

    Category: Education Date: 27-Apr-2023

    Summary

    Mrs X complains the Council has not dealt properly with her son Y’s education. The Council did not ensure Y’s Special Educational Needs (SEN) provision was met, did not consider whether Y needed alternative education provision properly and provided inaccurate information in its complaint response. Y lost some educational opportunity and Mrs X suffered avoidable distress. The Council has agreed to apologise, pay Mrs X £2025 for Y’s lost provision, pay Mrs X £200 for further avoidable distress, provide training and guidance to staff and provide a report to the Ombudsman.

    Service improvements

    Provide training to all staff regarding the Council’s responsibilities relating to section 19 alternative education provision.Provide guidance to staff relating to the EHCP annual review process and their responsibilities within it.Undertake a review at director level of this case and provide a report to the Ombudsman outlining its findings and detailing any additional learning or service improvements identified.

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