Service improvements

London Borough of Camden

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 11 - 13 of 13 cases with service improvements

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

  • London Borough of Camden (22 011 782)

    Category: Benefits and tax Date: 10-May-2023

    Summary

    Miss X complained the Council closed her council tax account in error which led to a build-up of debt. The Council was at fault for closing the account and for failing to consider using its discretion to reduce Miss X’s council tax bill. The Council has agreed to pay Miss X £150 in recognition of the distress caused and offer Miss X the opportunity to apply for a discretionary reduction to reduce the council tax owed.

    Service improvements

    The Council will remind council tax andcomplaint officers that the Council should consider using discretion to reducecouncil tax bills when asked to do so, even if the request does not refer tothe relevant legislation.

  • London Borough of Camden (22 008 774)

    Category: Adult care services Date: 03-May-2023

    Summary

    Mrs F complained about the Council’s handling of her grandmother’s interim care arrangements in a care home and the discharge planning from hospital. The Council agreed it had provided incorrect information about paying for the care and agreed to pay the care home directly. We found there was not enough evidence of fault in how it handled the hospital discharge, but there was fault in how it communicated with Mrs F and its complaints handling. The Council agreed to apologise and make payment to remedy the injustice this caused her.

    Service improvements

    The Council will remind its Adult Social Care staff and managers to only issue warning letters about a person’s or their representative’s behavior, or obstructions, if this is evidence and justified in the circumstances.The Council will remind its Adult Social Care staff and Complaints Team to respond to stage two complaint requests within the timescales set out in the Council’s Complaints Policy. This includes sharing its decisions not to investigate complaints under stage two without delay.

  • London Borough of Camden (22 007 121)

    Category: Environment and regulation Date: 27-Apr-2023

    Summary

    Ms B says the Council failed to act on antisocial behaviour from a neighbouring resident and failed to respond to her complaint. There is no evidence of fault in how the Council dealt with the antisocial behaviour issues. However, the Council failed to keep Ms B up-to-date and respond to her correspondence and delayed responding to her complaint. An apology, payment to Ms B and training for officers is satisfactory remedy.

    Service improvements

    The Council will carry out a training session for officers dealing with antisocial behaviour complaints to ensure they are aware of the community trigger process.

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