London Borough of Bromley
Annual statistics ?Find out more about annual statistics
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Complaints upheld
83% Complaints upheld by London Borough of Bromley
83% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
40 upheld decisions
View upheld decisionsAdjusted for London Borough of Bromley's population, this is
12.1 upheld decisions per 100,000 residents.The average for authorities of this type is
8.2 upheld decisions per 100,000 residents.Statistics are based on a total of 48 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by London Borough of Bromley
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 33 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
13% Complaints with satisfactory remedy provided by London Borough of Bromley
In 13% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 12% in similar authorities.
5 satisfactory remedy decisions
Statistics are based on a total of 40 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against London Borough of Bromley
Family of seven left to live in one bedroom flat by Bromley council
Bromley council has agreed to pay a family £6,000 after it did not do enough to help them when they were threatened with homelessness, following a Local Government and Social Care Ombudsman investigation.
Council cuts London family’s support for disabled son without reassessment
A man with special needs should not have had his support package significantly cut by London Borough of Bromley, the Local Government and Social Care Ombudsman has found.
Parents of a disabled teenager were left without any support because the London Borough of Bromley did not put plans in place for when he turned 18, the Local Government Ombudsman (LGO) has found.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 004 548
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will ensure a copy of our final decision is considered by the Children’s Policy Development & Scrutiny committee and Portfolio Holder and share a copy of our final decision with all relevant staff, to include dealing with ceasing EHC Plans and transition from EHC Plans to Adult Social Care.
Case reference: 24 002 318
Category: Children's care services
Sub Category: Other
- Review how the Council will ensure that it tells complainants of their stage three rights at the end of stage two and remind complaint handling staff that complainants have the right to request a stage three review panel if they remain unhappy.
Case reference: 24 001 796
Category: Education
Sub Category: School transport
- The Council agreed to provide the Ombudsman with evidence of the training it has delivered to its Spedical Educational Needs (SEN) Transport Team to ensure it follows its processes when considering any suspensions from its SEN transport in future.
Case reference: 23 020 783
Category: Housing
Sub Category: Allocations
- Share this decision with relevant staff and remind them that the Council remains responsible for repairs in temporary accommodation.
Case reference: 23 018 894
Category: Housing
Sub Category: Homelessness
- The Council will circulate this decision to remind staff dealing with homelessness applications of the circumstances in which the main housing duty should apply and where review rights should be offered.
Case reference: 23 016 427
Category: Education
Sub Category: Special educational needs
- The Council should review its guidance for staff and processes to ensure EHC Plan needs assessments are completed on time.
Case reference: 23 015 108
Category: Adult care services
Sub Category: Charging
- The Council has agreed to take action to ensure officers send people copies of their care and support plans.
- The Council has agreed to take action to ensure its care and support plans meet the requirements of the Care & Support Statutory Guidance.
Case reference: 23 014 861
Category: Education
Sub Category: Special educational needs
- The Council has agreed to remind staff that: a) appeal rights will only arise when the Council sends a letter notifying the parent or young person that the EHC Plan will cease;b) staff should send notification within the legal time scales; andc) if the decision is appealed, the Council should maintain the Plan including the placement while the appeal is outstanding.
- The Council will also ensure a copy of our final decision is considered by the Children’s Policy Development & Scrutiny committee and Portfolio Holder and share a copy of our final decision with all relevant staff, to include dealing with ceasing EHC Plans and transition from EHC Plans to Adult Social Care.
Case reference: 23 014 748
Category: Education
Sub Category: Special educational needs
- the Council will remind staff in its Special Educational Needs and Disability team to:1.respond to parents in a timely manner and ensure appropriate notes are available on its records to provide clear and sufficiently detailed responses. 2.ensure cases allocated to individual staff or the Council’s hub are progressed in line with the statutory timescales for the Education, Health, and Care Plan process.
Case reference: 23 013 921
Category: Housing
Sub Category: Homelessness
- The Council has agreed to remind relevant staff that the Council should usually respond to letters andemails, even if only to explain why a detailed response cannot be provided.
Last updated: 4 April 2015