Service improvements

London Borough of Barnet

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 - 2 of 2 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Barnet as a CSV file.

  • London Borough of Barnet (25 023 253)

    Category: Housing Date: 29-Jun-2026

    Summary

    We will not investigate Mr X’s complaint about the Council’s handling of his homelessness and housing applications. On one part, it was reasonable for him to use his right of appeal. On the other part, the Council has agreed to remedy the complaint by issuing a separate housing decision. This provides a proportionate remedy for the injustice caused.

    Service improvements

    Council has also agreed to remind officers to notify applicants when cancelling a housing register application

  • London Borough of Barnet (25 009 476)

    Category: Housing Date: 05-Jul-2026

    Summary

    Ms X complained about heating and hot water at her temporary accommodation. We found fault by the Council through delay and poor complaint handling which meant Ms X paid for communal heating she did not receive and caused her avoidable inconvenience. The Council has agreed to apologise, reimburse some of the heating and hot water costs and make a symbolic payment to Ms X. The Council will also ensure tenants receive adequate information about communal heating systems.

    Service improvements

    The Council’s complaint handling policy is in line with our published guidance – the Complaint Handling Code. However, we have identified fault with how it has dealt with this complaint because it did not fully address the issues raised and provided incorrect information. In order to prevent similar faults from happening, the Council should review how it is applying its policy in practice, using this decision as part of that review, and tell us what action(s) it will take to improve the way it deals with complaints.The Council should review the information provided to new tenants in properties with a communal district heating system to ensure it includes adequate information about the heating and hot water system.

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