Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2025 and 31 March 2026

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 Tower Hamlets as a CSV file.

  • London Borough of Tower Hamlets (25 005 717)

    Category: Education Date: 20-Feb-2026

    Summary

    Miss X complained about the Council’s delays in issuing her son’s Education, Health and Care Plan. She also says the Council’s communication was poor, it failed to respond to her Personal Budget request, and it mishandled the school consultation process. We find the Council was at fault for its delay in issuing Miss X’s son’s Education, Health and Care Plan. It was also at fault for its communication with Miss X and it delayed responding to her complaint. These faults caused Miss X frustration and upset, and Miss X’s son lost out on provision. The Council has agreed to apologise to Miss X, make a payment to her and implement a service improvement.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff to ensure they are aware they must comply with the timescales under the statutory guidance and the Code when they are completing an EHC needs assessment.

  • London Borough of Tower Hamlets (25 003 197)

    Category: Education Date: 25-Mar-2026

    Summary

    Miss F complained the Council failed to provide her son with the special educational needs support set out in his EHC plan, delayed issuing a new plan and failed to secure an exam centre for his GCSEs. We found fault which caused Miss F’s son to miss some provision and to miss out on taking most of his GCSEs. The Council has agreed to apologise and make symbolic payments to remedy this injustice.

    Service improvements

    The Council has agreed to write a procedure for how it arranges public exams for students who are receiving education other than at school. This should include how exam centres will be sourced and booked, when it will contact any education provider about exam access arrangements and whose responsibility it will be to take these actions.

  • London Borough of Tower Hamlets (24 011 517)

    Category: Education Date: 07-Jul-2025

    Summary

    Miss X complained the Council failed to properly provide for her child, Y’s, special educational needs. The Council failed to arrange all the support it said Y should receive, failed to properly oversee their education and communicated with Miss X poorly. This led to Y missing out on significant education and caused both Miss X and Y avoidable distress. The Council agreed to apologise, ensure Y is receiving all the support in their Education Health and Care plan and pay Miss X a financial remedy. It also agreed to review how it oversees none-school-based education packages and issue reminders to its staff.

    Service improvements

    The Council agreed to review how it arranges and oversees packages of none-school-based education. The Council should ensure it has adequate processes in place to check that packages are in place and that these are reviewed at suitable intervals.The Council agreed to review how it manages absences of special educational needs staff to ensure workloads/cases are managed effectively when assigned staff are not available.The Council agreed to remind relevant staff about how they should follow the Council’s complaints procedure, including any requests for escalation, and how to ensure complaints are recorded properly.

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