Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 4 of 4 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 (22 009 403)

    Category: Housing Date: 22-Feb-2023

    Summary

    We found fault on Ms J’s complaint about the Council failing to properly act on her reports about the condition of her privately rented house. There is no evidence of it assessing whether there were hazards under the housing, health and safety rating system. It needed to do this when considering enforcement under its policy. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers of the need to carry out Housing Health and Safety Rating System assessments when reaching decisions about enforcement under its policy.The Council agreed to remind officers of the need to give landlords/agents timescales within which to start and complete works or surveys when pursuing informal enforcement.

  • London Borough of Bromley (22 001 013)

    Category: Housing Date: 03-Nov-2022

    Summary

    Mr X complains the Council delayed deciding its housing duty and left him unsure about its decision and his rights. The Ombudsman finds fault with the Council for failing to reasonably explore the circumstances of Mr X’s homelessness application. The Ombudsman also finds fault with the Council for delaying its decision on Mr X’s homelessness application, which delayed Mr X’s right to a suitability review. The Ombudsman does not find fault with the Council for how it provided support to Mr X as someone previously in care. The Council has agreed to pay a financial remedy and carry out service improvements.

    Service improvements

    The Council has agreed to review how it identifies domestic abuse between family members when homelessness cases are assessed. This should include how staff members identify domestic abuse between family members and how to record this in the assessment.

  • London Borough of Bromley (22 000 582)

    Category: Housing Date: 25-Nov-2022

    Summary

    Miss X complains the Council has failed to consider information about her housing application which has resulted in her being offered unsuitable accommodation. The Ombudsman finds find fault with the Council for it how it communicated with Miss X about her eligibility to its housing register. The Ombudsman does find fault with the Council for how it considered any risk posed to Miss X. The Council has agreed to make a payment, a further direct offer of housing and service improvements.

    Service improvements

    The Council has agreed to review how it manages requests for reciprocal accommodation agreements from other councils to ensure that staff are aware of the agreements and whether applicants qualify for the housing register.

  • London Borough of Bromley (21 007 154)

    Category: Housing Date: 19-Apr-2022

    Summary

    Mrs X complained the Council failed to provide her with temporary accommodation when she was a victim of domestic abuse in her home. There was no fault in how the Council reached its decision. However, there were administrative errors when the Council managed Mrs X’s case. The Council has agreed it will review its administrative practice with staff.

    Service improvements

    The Council will review with staff: the importance of good record keeping to ensure staff properly record any advice it has provided to people such as how to secure accommodation. that decision letters in relation to homelessness applications are sent to applicants within a reasonable timeframe.

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