Service improvements

London Borough of Waltham Forest

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 Waltham Forest as a CSV file.

  • London Borough of Waltham Forest (24 021 867)

    Category: Education Date: 19-Aug-2025

    Summary

    Ms X complained that the Independent Admission Appeals Panel failed to properly consider her appeal for a school place for her child. There was fault in the way the Panel considered Ms X’s appeal and reached its decision. The Council will apologise to Ms X for the avoidable frustration and uncertainty caused by the fault, hold a new appeal hearing with new panel members and clerk and provide training or guidance on the statutory guidance for clerks and panel members.

    Service improvements

    The Council will provide training or guidance to panel members and clerks to ensure they are aware of their responsibilities at stage one of the appeals process in accordance with the statutory guidance.

  • London Borough of Waltham Forest (24 016 161)

    Category: Education Date: 28-Sep-2025

    Summary

    Mr A complained on behalf of Mr B about the Council’s decision to cease Mr B’s Education, Health and Care Plan in 2020 and failure to support him to get back into education since then. We found the Council was at fault for the delay in the Education, Health and Care Needs Assessment process from March 2024 and records keeping around its decision for additional funding for Mr B’s social care support. The Council agreed to our recommendations on what to do to remedy the injustice its faults caused to Mr B.

    Service improvements

    The Council agreed to review its process for documenting Panel decisions to ensure it is meeting the requirements of the best administrative practice.

  • London Borough of Waltham Forest (24 011 106)

    Category: Education Date: 02-Jan-2026

    Summary

    We upheld a complaint made by Ms J, about the education provision made for her son, Mr K, who had an Education, Health and Care Plan. The Council failed to respond to her concerns over several months including after she complained. We found this caused injustice to both Ms J and Mr K as distress. We also found Mr K lost some education provision. The Council accepted our findings. At the end of this statement, we set out what action it agreed to take to remedy Mr K’s and Ms J’s injustice and improve its service to prevent a repeat of the fault.

    Service improvements

    The Council agreed that it would ensure it put in place a case management system to specifically identify those children and young people with EHC Plans, not in school or other education institution, where the annual review of their Plan had become overdue. The procedure would make clear in those cases who had the responsibility within the Council to arrange the review and what management oversight it would exercise over this. Which in turn would include details of how the Council would escalate cases for review dependent on the length of the delay in arranging one.

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