Service improvements

London Borough of Camden

Showing service improvements between 1 April 2021 and 31 March 2022

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 Camden as a CSV file.

  • London Borough of Camden (21 003 748)

    Category: Housing Date: 18-Nov-2021

    Summary

    The Council was at fault for not taking a homeless application from Mr X or providing him with help to try and secure accommodation. As a result Mr X did not receive any assistance to help relieve his homelessness. The Council has agreed remedy the injustice caused.

    Service improvements

    Remind staff and update any internal policy or procedure to reflect that a person does not need to complete a referral form to make a homeless application

  • London Borough of Camden (21 002 073)

    Category: Housing Date: 02-Dec-2021

    Summary

    Ms X complained the Council delayed in considering her application to join the housing register and wrongly determined she did not qualify. Ms X also complains that having reviewed its decision and accepted she qualified to join the housing register, the Council failed to properly consider her circumstances or award the correct points. There is no evidence of fault in the way the Council considered Ms X’s application or in its decision to award 75 points. However, the length of time taken to complete both the stage one and stage two reviews amounts to fault. This fault has caused Ms X an injustice.

    Service improvements

    The Council has agreed it will produce an action plan to identify ways of improving its review response times and ensuring it meets its published timeframes. This should include a timeframe for any action.

  • London Borough of Camden (20 013 506)

    Category: Housing Date: 16-Sep-2021

    Summary

    Ms X complained about the way the Council handled her homelessness application and her complaint about that. There were faults in the way the Council considered Ms X’s application. The Council agreed to apologise to Ms X and pay her £300 for the uncertainty caused by the fault. The Council also agreed to remind its staff of the correct test to apply when considering its duty to provide interim accommodation.

    Service improvements

    The Council agreed to remind relevant staff of the correct test to apply when considering whether it has a duty to offer interim accommodation in homelessness cases, and the importance of keeping a clear record of the reasons for its decision.

  • London Borough of Camden (20 008 324)

    Category: Housing Date: 09-Dec-2021

    Summary

    Mr B says the Council wrongly removed him from the housing register, refused to accept his request for a review of that decision, failed to deal with his homeless applications properly and failed to follow its complaints policy. There is no fault in how the Council dealt with Mr B’s housing register application. The Council failed to deal with Mr B’s homeless applications properly and failed to act appropriately when dealing with his complaint. An apology, payment to Mr B and training for officers is satisfactory remedy.

    Service improvements

    The council will carry out a training session for officers dealing with homeless applicants to cover the requirements under the legislation to: a)interview the person that has presented to the Council as homeless; b)carry out enquiries into that application; and c)consider the Council's duty to provide interim accommodation.The Council will send a reminder to complaints officers to ensure complainants are given more time to submit a request for stage two where access to their file is necessary before such a request can be made.

  • London Borough of Camden (20 003 896)

    Category: Housing Date: 20-Jul-2021

    Summary

    The Ombudsman found fault on Mr L’s complaint against the Council about the way it dealt with establishing whether internal structural changes were made in the flat he was buying under the Right to Buy scheme. Officers failed to keep updated records showing the internal layout when he moved in after refurbishment works. Officers also failed to consider alternative ways of establishing its layout. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers of the need to consider alternative sources of evidence when faced with discrepancies in layout plans on Right to Buy sales.The Council agreed to remind officers of the need to keep accurate records of the condition of empty properties before re-letting as well as any internal structural changes done.

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