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 (25 014 016)

    Category: Children's care services Date: 11-Nov-2025

    Summary

    The Council was at fault for a delay in responding to Mr X’s complaint. It has now agreed to issue its response and to make a symbolic payment to recognise Mr X’s likely distress. It will also take steps to improve its service.

    Service improvements

    The Council will consider the range of people who may be appointed to undertake stage 2 statutory complaint investigations, as summarised in paragraph 3.6.4 and Annex 1 of the statutory guidance, Getting the best from complaints. The Council will also consider the actions it will take to expand the pool of investigators it can call upon to consider statutory complaints.

  • London Borough of Camden (22 001 475)

    Category: Children's care services Date: 02-Feb-2023

    Summary

    Miss B complained about the actions of the Council in providing support to her and daughter, C, when they experienced difficulties. She said the Council victimised her and failed treat her in a transparent and fair manner. We found the Council delayed excessively in dealing with her complaint through the three stage statutory complaints procedure. The Council has agreed to pay Miss B £200 and improve its procedures for the future.

    Service improvements

    The Council has agreed to review the operation of its three stage complaints process to identify where it can make changes to prevent delays.

  • London Borough of Camden (21 008 097)

    Category: Children's care services Date: 25-Oct-2022

    Summary

    Ms B complained how the Council handled concerns she raised about its handling of her foster care placement. We find the Council was at fault as it significantly delayed responding to Ms B’s complaint. It also failed to provide the stage two officers with all the relevant files, and it wrongly interpreted some of her concerns. This means her complaint has not been considered properly. The Council has agreed our recommendations to address the injustice caused by fault.

    Service improvements

    The Council wil issue written reminders to relevant staff to ensure they are aware of the timescales under the statutory complaints procedure.The Council will issue written reminders to relevant staff to ensure they are aware all relevant files must be sent to the Independent Officer and Independent Person when they are conducting a stage two investigation.

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