Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2021 and 31 March 2027

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 - 10 of 17 cases with service improvements

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

  • London Borough of Bromley (24 019 317)

    Category: Housing Date: 10-Nov-2025

    Summary

    Mr X complained that the Council failed to ensure the temporary accommodation it provided him with, remained available to him, failed to provide him with suitable alternative accommodation and failed to safeguard his personal data. There were some faults by the Council which caused injustice to Mr X. The Council will take action to remedy the injustice caused.

    Service improvements

    By training or otherwise, remind relevant staff of the Council’s overarching responsibility of providing temporary accommodation to applicants under the main housing duty. This includes having oversight of the management of the properties where the Council secures the temporary accommodation through a registered provider / property letting agency.Ensure the Council issues formal offer letters including details of the right to seek suitability review of the accommodation, when the Council has to move an applicant from temporary accommodation to new temporary accommodation even in an emergency.Ensure the Council discharges its duty by completing suitability assessments before interim or temporary accommodation is offered to an applicant.•remind relevant staff that where the Council owes or has owed the main housing duty to an applicant, the Council has a duty to protect the applicant’s personal belongings if there is a risk it may be lost or damaged in situations.

  • London Borough of Bromley (24 011 010)

    Category: Housing Date: 15-May-2025

    Summary

    Mr X complained that he remained living in unsuitable temporary accommodation for over 12 months, despite the Council agreeing to move him. He also complained about delay in the Council’s complaints process. We upheld both parts of the complaint, finding the Council at fault for not re-housing Mr X sooner and for delay in responding to his complaint. These faults caused distress to Mr X and meant he lived in unsuitable accommodation for far longer than he should have. The Council has accepted these findings. At the end of this statement, I set out action the Council has agreed to remedy this injustice caused to Mr X and improve its service.

    Service improvements

    The Council agreed that it would remind all staff who carry out reviews of the suitability of temporary accommodation for those who are homeless, of the need for their decisions to clearly state if the Council considered the accommodation suitable or not. Also, that where the Council considered accommodation suitable that it must remind the applicant of their right to seek a further review via the County Court. This followed the Council issuing a confusing decision in this case, where the complainant had asked it to review the suitability of his temporary accommodation.

  • London Borough of Bromley (24 008 217)

    Category: Housing Date: 26-Nov-2025

    Summary

    Miss X complained she was forcibly removed from temporary accommodation and then the Council disposed of her belongings. We find the Council at fault for failing to investigate her complaint about her removal and for failing to consider or act on its duty to protect her property. These failings caused Miss X distress and uncertainty. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its services.

    Service improvements

    The Council has agreed to, using this case as an example, issue guidance to relevant staff that clearly sets out the Council’s duties and powers to protect property.

  • London Borough of Bromley (24 009 642)

    Category: Housing Date: 07-Mar-2025

    Summary

    Miss X complained about the Council’s delay in rehousing her after she had to leave her home due to domestic abuse. We found the Council’s failure to properly consider Miss X’s circumstances or review its records to confirm what, if any, duty it owed Miss X in March 2023 is fault. This fault caused Miss X confusion and uncertainty for which the Council will apologise.

    Service improvements

    The Council has agreed to remind relevant officers of the legal duty to assess and make an accurate and comprehensive record of the current housing and support needs of the applicant. Particularly where the Council has previously accepted a duty to the applicant.

  • London Borough of Bromley (24 007 666)

    Category: Housing Date: 21-Mar-2025

    Summary

    Mr X complained the Council provided him and his family with temporary accommodation which was unsuitable. We found fault by the Council. This caused Mr X and his family a significant injustice because they were in unsuitable accommodation for 12 months. The Council agreed to apologise to Mr X and his family, make a payment in recognition of the injustice caused and clear the rent arrears it says they owe for the temporary accommodation.

    Service improvements

    The Council will remind its housing staff they must reassess the suitability of interim accommodation when it becomes an applicant’s temporary accommodation.The Council will remind its housing staff to inform applicants about their right to request a s202 suitability review when their interim accommodation becomes temporary accommodation.The Council will remind its housing and complaints staff that requests to move from temporary accommodation because it is unsuitable should be treated as a s202 suitability review request and not as a complaint.

  • London Borough of Bromley (24 005 369)

    Category: Housing Date: 28-Feb-2025

    Summary

    Miss X complains that the Council delayed in referring her to another council for housing and transferred her to unsuitable temporary accommodation. The Council was at fault as it delayed in referring Miss X to some councils for a reciprocal agreement for housing, failed to tell Miss X about the action it was taking and did not carry out a suitability assessment of her current temporary accommodation when Miss X indicated it was unsuitable. These faults caused uncertainty to Miss X which the Council has agreed to remedy by apologising and making a symbolic payment of £400 to her.

    Service improvements

    By training or other means, remind officers that they should promptly review an applicants’ housing options following a council’s failure to respond to, or refusal to accept, a Section 213 reciprocal agreement to determine if the council should approach other councils.

  • London Borough of Bromley (23 020 783)

    Category: Housing Date: 29-Nov-2024

    Summary

    There was no fault when the Council provided accommodation for Ms X’s family outside of its area, nor when it failed to make a direct offer of housing. However, there was fault by the Council when it failed to ensure that mould in Ms X’s temporary accommodation was treated in good time. This meant that Ms X lived in a house in need of mould treatment for too long. The Council has agreed to take action to remedy this.

    Service improvements

    Share this decision with relevant staff and remind them that the Council remains responsible for repairs in temporary accommodation.

  • London Borough of Bromley (23 018 894)

    Category: Housing Date: 06-Jan-2025

    Summary

    Ms X complained about the way the Council dealt with her housing. The Council is at fault for failing to issue its response as a new formal suitability decision with review rights. This caused frustration, distress and uncertainty to Ms X. The Council has agreed to apologise and make a payment to Ms X to recognise the personal injustice caused.

    Service improvements

    The Council will circulate this decision to remind staff dealing with homelessness applications of the circumstances in which the main housing duty should apply and where review rights should be offered.

  • London Borough of Bromley (23 013 921)

    Category: Housing Date: 15-Jul-2024

    Summary

    The Council was not at fault for how it dealt with Ms X’s child Y in relation to both housing and children's social care. The Council was at fault for failing to respond to Ms X’s letters. The Council has agreed to apologise and act to improve its service.

    Service improvements

    The Council has agreed to remind relevant staff that the Council should usually respond to letters andemails, even if only to explain why a detailed response cannot be provided.

  • London Borough of Bromley (23 001 581)

    Category: Housing Date: 31-Aug-2023

    Summary

    Miss X complained her temporary accommodation, provided by the Council is unsuitable due to her needs, its size and its disrepair. Miss X also complained about her allocation banding and she feels it should be higher. She says this has impacted her health and the health of her family. There was fault in the way the Council did not ensure issues in the temporary accommodation were fixed in a timely manner. Miss X was frustrated by the delay. The Council has agreed to apologise and make a financial payment.

    Service improvements

    Remind relevant staff of the importance of providing accurate information when writing to people.

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