Service improvements

London Borough of Camden

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 1 of 1 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.

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