Service improvements

London Borough of Barnet

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 - 5 of 5 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 (23 007 775)

    Category: Housing Date: 13-Feb-2024

    Summary

    the Council delayed processing Mr B’s homeless application, delayed completing a medical assessment, failed to properly consider the information Mr B provided, delayed offering him temporary accommodation and failed to notify him of his appeal rights. An apology, payment to Mr B and training for officers is satisfactory remedy.

    Service improvements

    The Council will remind those carrying out medical assessments of the need to ensure the applicant’s representations and medical evidence are addressed in the decision about what type of property is suitable.The Council should arrange for a training session for officers dealing with homeless applicants to cover:what the code of guidance and law says in relation to assessing homeless applications;how to assess whether it is reasonable for an applicant to remain living in their accommodation;when a prevention duty is owed;when a relief duty is owed;when interim accommodation should be considered;when any prevention duty, relief duty and PHP should be reviewed;a reminder of the need to issue decisions with appeal rights in writing; anda reminder of the need to ensure PHP's are completed.

  • London Borough of Barnet (23 006 730)

    Category: Housing Date: 04-Jan-2024

    Summary

    the Council delayed resolving a mice infestation in Miss B’s temporary accommodation. An apology, payment to Miss B, visit to establish any further works required and procedural changes are satisfactory remedy.

    Service improvements

    The Council will ensure when repair works are identified for a property there is a process in place to ensure those works are overseen to prevent delay.

  • London Borough of Barnet (23 006 154)

    Category: Housing Date: 15-Dec-2023

    Summary

    Mr X complained the Council failed to take action against his landlord following his reports of disrepair at his rented property. The Council inspected Mr X’s property and found no category 1 hazards. However, it failed to record or determine whether any of Mr X’s concerns were category 2 hazards as outlined in the Housing Health and Safety Rating System. It also failed to prepare an accurate record of the inspection. The Council agreed to carry out a new inspection of Mr X’s property and remind inspecting officers to write accurate reports of their inspections.

    Service improvements

    The Council will remind all Council officers who carry out private housing inspections to complete an accurate report of inspections which includes considerations of both category 1 and 2 hazards in line with the Housing Health and Safety Rating System (HHSRS). The Council should ensure the officers write to complainants with a copy of the report outlining the conclusions of the inspection.

  • London Borough of Barnet (23 003 999)

    Category: Housing Date: 11-Oct-2023

    Summary

    Ms X complains about how the Council dealt with her homelessness application. The Council is at fault as it failed to properly consider the risk of domestic abuse to Miss X when she made a homelessness application, failed to provide interim accommodation, delayed in dealing with her homelessness application and wrongly focussed on sustaining Miss X’s tenancy which was unsustainable. As a result, Miss X and her children lived in unsuitable accommodation for longer than necessary which caused significant distress to them. Miss X may also have missed an opportunity for settled housing. The Council has agreed to remedy this injustice by apologising to Miss X and making a symbolic payment of £2500 to her.

    Service improvements

    By training, or other means, remind officers: i.the low threshold for triggering the duty to offer interim accommodation and,ii.that they must consider all aspects of an applicants housing situation and the provisions of chapter 21 of the homelessness code of guidance when considering if a person may be homeless.

  • London Borough of Barnet (22 012 211)

    Category: Housing Date: 05-Jun-2023

    Summary

    Ms X complains on behalf of her father, Mr Y, that the Council failed to find suitable temporary accommodation despite knowing in advance the family was due to be evicted from their private rented property. We find the Council failed to act on its homelessness duties. These faults caused Mr Y distress and uncertainty. The Council has agreed to apologise to Mr Y and make a financial payment. This remedies the injustice caused.

    Service improvements

    The Council will circulate this decision to relevant staff and highlight the faults found. It should remind staff the code of guidance says councils should not consider it reasonable for homeless applicants to remain in a private tenancy up until the date the court issues a warrant for possession.The Council should consider providing relevant training to prevent the recurrence of the faults identified in this case.

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