Service improvements

West Northamptonshire 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 - 2 of 2 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for West Northamptonshire Council as a CSV file.

  • West Northamptonshire Council (23 007 949)

    Category: Housing Date: 21-Feb-2024

    Summary

    Mr X complains the Council did not properly consider his homelessness application when he fled domestic abuse. This meant he was left without safe accommodation. The Ombudsman finds fault with the Council for how it considered Mr X’s application. The Council has agreed to make a financial payment to Mr X and carry out service improvements.

    Service improvements

    The Council has agreed to review how staff record assessments for domestic abuse when completing homelessness applications.The Council has agreed to remind staff that where assessments for domestic abuse are being carried out, staff should be referring to the guidance and recommended risk assessments.The Council has agreed to provide housing staff training on the Domestic Abuse Act 2021, including the definition of domestic abuse and ensure this is referenced in the Council’s homelessness policy

  • West Northamptonshire Council (22 009 324)

    Category: Housing Date: 26-Jul-2023

    Summary

    The Council was at fault, because it did not seek to clarify a housing register and homeless applicant’s immigration status with the Home Office, despite this being a requirement of the statutory guidance. The Council was also at fault because it did not issue formal decisions on either the housing register or homelessness application, denying the complainant an opportunity to request a review. The Council has agreed now to complete these actions.

    Service improvements

    the Council has agreed to circulate guidance to all relevant staff, to ensure they are aware the statutory guidance recommends that, where there is confusion over an applicant’s immigration status, they contact the Home Office to seek to resolve this.

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