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 - 5 of 5 cases with service improvements

Export results (CSV)

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

  • London Borough of Camden (24 009 936)

    Category: Environment and regulation Date: 25-Aug-2025

    Summary

    Mx Y complained about the Council’s response to reports of anti-social behaviour they made it aware of. We upheld the complaint, finding the Council communicated poorly with Mx Y and failed to ensure meetings it arranged focused on the behaviour Mx Y reported. These faults caused Mx Y an injustice, as avoidable distress. The Council has accepted these findings. At the end of this statement we set out action it has agreed to take to remedy Mx Y’s injustice and improve its service to avoid a repeat of the faults.

    Service improvements

    The Council agreed that it would revise its current policy for responding to reports of Anti Social Behaviour to address three current omissions. First, that the policy does not explain how it will respond to reports of ASB where the alleged perpetrator is a social landlord tenant. Second, that the policy does not explain what enforcement powers the Council has to deal with ASB. Third, it does not explain the role or purpose of Community Multi-Agency Risk Assessment Meetings (CMARAC), which consider certain complex cases of ASB involving vulnerable victims or perpetrators of ASB.The Council also agreed to brief staff who regularly attend ASB Case Reviews or CMARAC meetings on behalf of the Council to emphasise key learning points from this complaint. That such meetings should aim to ensure there is clarity about the nature of reports of ASB, steps taken so far to investigate those reports and why agencies have not taken enforcement action to date.

  • London Borough of Camden (23 009 245)

    Category: Environment and regulation Date: 03-Jun-2024

    Summary

    We will not investigate Ms X complaint about the Council’s handling of reports of anti-social and criminal behaviour from a neighbour. This is because the complaint is outside the Ombudsman’s jurisdiction as there are ongoing court proceedings.

    Service improvements

    Review its policy to ensure it makes reference to a right of appeal, as set out the ASB case review guidance.

  • London Borough of Camden (22 011 889)

    Category: Environment and regulation Date: 17-Sep-2023

    Summary

    Mr X complained about insufficient action taken by the Council regarding concerns he raised about anti-social behaviour near his property. We have concluded our investigation having made a finding of fault. Whilst I acknowledge the Council considered Mr X’s case and took steps to resolve his concerns, the Council failed to keep Mr X sufficiently updated nor did it provide him with information about the Community Trigger Process. The Council have agreed to our recommendations.

    Service improvements

    The Council will consider the appropriateness of whether to provide information about the Community Trigger process on its online support for anti-social behaviour. The Council will provide the Ombudsman with an outcome of its review and its reasons for any decision it makes.

  • 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.

  • London Borough of Camden (21 013 025)

    Category: Environment and regulation Date: 30-May-2022

    Summary

    The Ombudsman found fault by the Council on Ms K’s complaint about how it responded to her reports of noise nuisance. It failed to: respond to her query about a breach of bylaw: give her examples of her behaviour it was concerned about either in its first email or in the initial warning letter; deal with her formal complaint under its complaints procedure properly. The agreed action remedies the injustice caused.

    Service improvements

    The Council confirmed it reminded officers of the need to fully respond to queries raised in noise reports by members of the public.The Council confirmed it reviewed the initial warnings, and the first warning letters it sends out, so they now give examples of the person’s behaviour the Council is concerned about.The Council confirmed it accepts dealing with complaints was severely impacted by the Covid-19 pandemic but, work was done by the complainant's ward councillor and a service manager to resolve the complainant's concerns.The Council confirmed it introduced a new case management system for logging and processing complaints which has improved its complains handling from January 2022.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings