Service improvements

Royal Borough of Windsor and Maidenhead Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Royal Borough of Windsor and Maidenhead Council as a CSV file.

  • Royal Borough of Windsor and Maidenhead Council (22 007 115)

    Category: Adult care services Date: 01-Feb-2023

    Summary

    Miss X complained the Council failed to carry out an adequate safeguarding investigation into the neglect she says her father experienced whilst in a care home. She said the Council failed to keep her informed and then delayed responding to her complaint and this caused her significant stress. We find fault by the Council. To address the injustice caused by fault, the Council has agreed to apologise and make a symbolic payment.

    Service improvements

    Remind staff to keep within the timeframe for completing safeguarding enquires and where this is not possible keep relatives informed.

  • Royal Borough of Windsor and Maidenhead Council (21 012 194)

    Category: Education Date: 27-Jun-2022

    Summary

    Mrs K complains the Council failed to provide her daughter (Child A), who has special educational needs, a suitable full-time education when she was out of school. We found evidence that supports that Child A was unable to attend school due to her complex needs, and the Council failed to exercise its legal duty to provide alternative education provision. This caused harm to Child A’s educational development and wellbeing and serious distress and uncertainty to Mrs K. Both Child A and Mrs K have suffered an injustice because of the fault identified and the Council has agreed to our recommendations to remedy this.

    Service improvements

    The Council will undertake a full review of the complainant's case. The purposeof the review will consider when the Council should take steps to determine thereasons why a child or young person is not attending school and when it owes aduty under s19 of the Education Act 1989. The Council will review the reasonswhy it failed to properly ensure alternative education provision inthe circumstances and set out measures to be adopted to prevent similaroccurrences in the future. The review will inform feedback and additionaltraining to the Council officers involved in the complaint and those with aresponsibility for supporting children and young people with an EHCP.

  • Royal Borough of Windsor and Maidenhead Council (21 011 245)

    Category: Housing Date: 11-Jul-2022

    Summary

    The Council’s failure to consider relevant information in deciding Ms X did not qualify to join the housing register was fault. The Council was also at fault for failing to complete a medical needs assessment in line with its allocations policy. The Council has agreed to apologise, pay Ms X £300, reassess Ms X’s application, and take action to improve its service.

    Service improvements

    The Council has agreed to remind relevant staff that any delay completing a review should be communicated to the applicant in advance of the deadline and a new time frame given.

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