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 - 3 of 3 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 (25 002 306)

    Category: Adult care services Date: 02-Feb-2026

    Summary

    Miss X complained the Council failed to provide information about the amount payable for her father’s care fees and delayed completing a financial assessment and in requesting payments. We have found the Council at fault in the delay in providing the outcome of a financial assessment and failures in communication. This meant Miss X received a large, backdated bill for care fees which caused her distress. The Council agreed to apologise, agree an affordable repayment plan and make a symbolic payment to Miss X.

    Service improvements

    The Council will review its procedure to ensure contact with service users, their families and/or representatives is made in a timely manner to notify them about accruing care fees.

  • London Borough of Barnet (24 022 760)

    Category: Adult care services Date: 05-Jan-2026

    Summary

    Miss B complained the Council failed to provide her with a wheelchair for use when she attended a day service. We found the Council to be at fault with the way it responded to the lack of wheelchair provision and its complaint handling. This caused distress and frustration. To remedy the injustice, the Council agreed to apologise, make a symbolic payment and take action to improve its service.

    Service improvements

    By training or other means, the Council will remind relevant officers of the need to ensure complaint handling timescales are complied with.

  • London Borough of Barnet (23 013 609)

    Category: Adult care services Date: 29-Jun-2025

    Summary

    We found that North Middlesex Hospital NHS Trust failed to consistently provide adequate overnight support to a patient with a learning disability. We also found that the London Borough of Barnet failed to review the patient’s needs in hospital when other professionals noted they had changed. And we found there were avoidable delays in the discharge process, caused by both organisations. These faults caused avoidable distress and uncertainty. We asked the organisations to apologise and provide small financial payments to address this injustice.

    Service improvements

    In this case the Council provided daily day time one-to-one support in the community for a man with a significant learning disability. When the man went into hospital he was distressed and agitated, including at night time. His family and hospital staff asked the Council to arrange for the mans regular care staff to support him at night in hospital. The Council would not review the man's needs and decided, without a review, it could not offer any further support. We found fault with this and said the Council should have completed a robust review of the man's needs. The Council should review its handling of thiscase. It should consider the issues it raises about the support of its serviceusers with learning disabilities during hospital admissions. If it considers itwould be helpful, the Council should consider inviting health partners tocollaborate with a view to improving practice for the future.

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