Service improvements

Royal Borough of Windsor and Maidenhead Council

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 - 6 of 6 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 (23 011 333)

    Category: Education Date: 15-Mar-2024

    Summary

    Mrs X complains the Council delayed reviewing and amending Child Y’s EHC plan, causing them to miss out on provision and a suitable placement. The Ombudsman finds fault with the Council for the delay in reviewing and amending the EHC plan and failing to tell Mrs X about her rights during the process. The Council has agreed to make a financial payment and service improvements.

    Service improvements

    The Council has agreed to remind staff that parents must be told of their right to request a specific placement when issuing the notice to amend an Education Health and Care Plan with proposed amendments.

  • Royal Borough of Windsor and Maidenhead Council (23 004 762)

    Category: Adult care services Date: 12-Mar-2024

    Summary

    Ms B complained in her own right and on behalf of her late mother, Mrs C. She complained about the Council’s actions when her mother moved to a care home. She said the Council delayed in carrying out an assessment of her needs. That meant her mother did not receive the care she needed. She said the lack of appropriate care had a significant impact on her mother’s quality of life. It was also distressing for her and the rest of the family. She considered the Council did not respond appropriately to her complaints which added to her distress. There was fault by the Council which caused injustice to Ms B. The Council will apologise, make a payment and review its services.

    Service improvements

    Review its complaint handling and guidance on the provision of services for people where the Council has commissioned the care but they are a full-cost payer.

  • Royal Borough of Windsor and Maidenhead Council (23 004 272)

    Category: Education Date: 12-Mar-2024

    Summary

    Mrs X complained on behalf of her son, Y, the Council failed to provide some provision set out in Y’s Education, Health and Care (EHC) Plan and failed to provide alternative education. The Council was at fault for not providing Y’s speech and language provision, not making a decision on a reassessment of Y’s needs and delay in making a decision to maintain Y’s EHC Plan following the annual review. The Council will apologise, pay Mrs X £1000 for the lost provision and uncertainty caused and put service improvements in place for the faults identified.

    Service improvements

    The Council will remind relevant staff to: send Education, Health and Care needs reassessment decisions and appeal rights within 15 days of the request; send a decision letter on whether to amend, discontinue or maintain an Education, Health and Care Plan within four weeks of an annual review; and review provision in a timely way where it is aware specialist provision specified in an Education, Health and Care Plan is not in place.

  • Royal Borough of Windsor and Maidenhead Council (23 001 647)

    Category: Education Date: 13-Nov-2023

    Summary

    Mrs X complained that the Council ended the Occupational Therapy (OT) support, and other support, as set out in her daughter’s Educational, Health and Care Plan when she moved schools. The Council has accepted fault and has agreed to reinstate the support. We find fault and have recommended ways to remedy the outstanding injustice, which the Council has accepted. We are therefore closing the complaint.

    Service improvements

    the Council will: ensure its special educational needs officers are aware of the process to follow if the Council wants to remove or amend special educational needs provision from an Education, Health and Care Plan.

  • Royal Borough of Windsor and Maidenhead Council (23 000 436)

    Category: Planning Date: 09-Aug-2023

    Summary

    Mr X complained the Council has not investigated his complaint about a breach of planning permission regarding noise from a local theme park. Mr X says the noise is impacting his family. There was fault in the way the Council did not properly investigate his complaint. Mr X was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and investigate Mr X’s complaint.

    Service improvements

    •Remind relevant staff of the importance of effective complaint handling.

  • Royal Borough of Windsor and Maidenhead Council (22 007 357)

    Category: Adult care services Date: 20-Sep-2023

    Summary

    Mr and Mrs B complain the Council failed to properly carry out an assessment to inform a disabled facilities grant and make a decision whether to approve this. The purpose of the grant application is to fund home alterations for their three disabled children. We found the Council failed to make a decision whether to approve the grant in a timely manner. Further, the Council is at fault for a lack of communication with Mr and Mrs B in respect of the DFG process, as well as timescales. The fault identified has caused Mr and Mrs B a degree of distress and uncertainty. The Council accepted our recommendations to remedy the injustice identified.

    Service improvements

    At a senior level, the Council will review the number of outstanding DFG applications it is yet to allocate to an officer for a decision. The Council will produce a plan to address the backlog and action enquiries and applications through key stages in a timely manner and consistent with best practice

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