Service improvements

London Borough of Barnet

Showing service improvements between 1 April 2021 and 31 March 2022

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 London Borough of Barnet as a CSV file.

  • London Borough of Barnet (21 012 763)

    Category: Housing Date: 24-Mar-2022

    Summary

    The Council was at fault for the way it dealt with Ms X’s homelessness review. As a result Ms X had to wait longer for decision. The Council has agreed to apologise to Ms X and make a payment to Ms X.

    Service improvements

    Remind staff to ensure decision letters under section 202 Housing Act 1996 contain a paragraph informing applicants of their right to appeal and clearly state the outcome of the review.

  • London Borough of Barnet (21 000 686)

    Category: Adult care services Date: 04-Feb-2022

    Summary

    Ms D complains on her own behalf and on behalf of her late mother, Mrs J, about the care provided to Mrs J while she was resident in an extra care housing placement during the first COVID-19 lockdown. We have found no fault in the care provided to Mrs J though the record keeping is not complete. There was fault in complaint handling which caused Ms D time and trouble. The Council will apologise for this and review its complaint handling arrangements.

    Service improvements

    The Council has agreed to review the framework contract it has with Your Choice Barnet to ensure complaint handling arrangements are included and there are ways to performance manage complaint handling.

  • London Borough of Barnet (21 000 417)

    Category: Environment and regulation Date: 30-Nov-2021

    Summary

    Mr X complained the Council refused to pay for new bins to replace the damaged bins at a block of flats he manages. The Council was at fault. Its policy does not clearly specify when it will and will not pay for a replacement bin. In addition, the Council said the bins have been damaged by residents misusing them but it has no records which indicate this. The Council has agreed to review its decision to charge Mr X to replace the bins and to review its policy and its record keeping.

    Service improvements

    The Council has agreed to review its process for record keeping to ensure it keeps proper and appropriate records of site visits and meetings.The Council has agreed to review its Recycling and Waste Policy to make it clear in which circumstances it will charge for a replacement bin and repairs.

  • London Borough of Barnet (21 000 286)

    Category: Environment and regulation Date: 14-Feb-2022

    Summary

    Ms X complains the Council has failed to take action in respect of her neighbour’s dog repeatedly fouling outside of her property. She says her neighbour’s conduct is racially motivated. We have found no evidence to suggest the Council has failed in meeting its duty to maintain the cleanliness of its controlled streets. However, we do consider the Council has failed to properly consider its role in investigating allegations of anti-social behaviour. These failings have caused Ms X an injustice and so we have recommended a remedy.

    Service improvements

    The Council will undertake a review of its policies on tackling and responding to anti-social behaviour.The Council will, and without unreasonable delay, investigate whether the complainant's allegations amount to anti-social behaviour. If they do, the Council will give consideration to taking action in accordance with its powers.

  • London Borough of Barnet (20 010 615)

    Category: Other Categories Date: 28-Jan-2022

    Summary

    Ms B says the Council unreasonably refused to consider her complaint against the allotment association that evicted her and delayed reaching that decision. In deciding it could not pursue the complaint the Council failed to consider whether the allotment association had breached its lease by the way it handled the complaint. The Council also delayed responding. An apology and payment to Ms B, alongside liaison with the allotment association, is satisfactory remedy.

    Service improvements

    The Council will: •consider the way the allotment association dealt with Ms B’s complaint. Following that the Council should write to Ms B to explain the view it has reached. If the complaint was not dealt with in accordance with the allotment association’s complaints procedure and the Council is concerned the allotments association has breached the lease the Council should consider whether any further action is necessary.the Council will: •liaise with the allotment association to ensure it has in place a complaints procedure which has given due regard to the guidelines for considering such complaints. If there is no appeal provision in the complaints procedure the Council should consider whether, in the absence of any other appeal route, the Council should consider any such appeals.

  • London Borough of Barnet (19 000 206)

    Category: Housing Date: 16-Jul-2021

    Summary

    Mr B complains that there was fault and delay in the way the Council responded to his request for housing assistance. The Ombudsman considers that the Council was at fault because it should have taken a homelessness application and provided emergency accommodation sooner. Had it done so, Mr B would not have incurred large rent arrears. The Council has agreed the Ombudsman’s recommendation that it apologise to Mr B, pay him £3,588.67 to cover the shortfall in rent, court fees and interest and a further £500 in recognition of the distress caused to him.

    Service improvements

    The Council should remind officers: that the assessment of a homelessness application should go hand in hand with the assessment, personal housing plan and prevention or relief of homelessness; of the need to make timely decisions in respect of the prevention duty and issuing of personal housing plans; to take homelessness applications where appropriate; to consider whether there is a duty to provide interim accommodation; to put in place measures to ensure that medical evidence is properly recorded and passed on; and to review its practices and procedures in light of the Ombudsman’s findings.

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