Service improvements

London Borough of Camden

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 - 3 of 3 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 (24 018 819)

    Category: Adult care services Date: 27-Nov-2025

    Summary

    Mrs B complained about how the Council carried out a care assessment and awarded direct payments and raised concerns about the Council billing her for services she did not receive, failing to take account of her reasonable adjustments and delay considering her complaint. The Council delayed completing the care assessment and putting in place direct payments, wrongly billed Ms B for services she did not receive and delayed considering her complaint. There is no evidence of fault in other areas of the complaint. Ms B has experienced distress and missed out on care support. An apology, payment to Ms B, a further financial assessment, care plan review and training for officers is satisfactory remedy.

    Service improvements

    The Council will remind officers dealing with complaints of the need to follow the timescales set out in the Council’s complaints procedure and to ensure complaint responses cover all the issues raised.The Council will put in place a process to manage/monitor request for care assessments so urgent cases are prioritised and cases are not left to drift.The Council will carry out a training session for those completing adult social care assessments to cover the interplay between adult social care and children’s services and the circumstances in which a combined assessment might be appropriate.

  • London Borough of Camden (24 011 470)

    Category: Adult care services Date: 24-Mar-2025

    Summary

    Mr X complained the Council failed to properly consider Disabled Facility Grants he requested in 2022 and 2023. We found there was delay in responding on both occasions. We did not find fault in the handling of the 2022 application. We also found no fault in the decision to refuse the grant in 2023. However, we recommended the Council should apologise for the delays and provide guidance to staff about to ensure they applied the correct tests and explained the Councils decisions appropriately.

    Service improvements

    The Council should draft and circulate guidance to all relevant staff dealing with Disabled Facilities Grants about the works that may be considered under a grant and the tests that should be considered when deciding on eligibility

  • 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.

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