Service improvements

London Borough of Camden

Showing service improvements between 1 April 2022 and 31 March 2023

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 (22 009 421)

    Category: Housing Date: 01-Mar-2023

    Summary

    Mr X complained the Council has failed to correctly assess his housing application. We find the Council was at fault for failing to consider all relevant evidence and failing to follow its policy. The Council has agreed to apologise for the injustice caused, review the application and implement service improvements to prevent the fault reoccurring.

    Service improvements

    The Council will remind staff to give proper scrutiny to any relevant supporting evidence and the need to explain their reasons for not relying on the evidence where they decide not to.The Council will remind staff of its policy for social need and hardship points. This includes the importance of considering all the factors listed in the policy and ensuring the decision reasons are recorded in full.

  • London Borough of Camden (22 000 368)

    Category: Housing Date: 08-Dec-2022

    Summary

    Miss X complains the Council failed to make sure the managing agent of her temporary accommodation provided a satisfactory repairs service. She says, due to persistent issues with her immersion heater and the managing agent’s failure to resolve these, she received a very high energy bill. The Council has already accepted some fault around the handling of the disrepair issues and its handling of Miss X’s complaint. However, we find the Council failed to assess the affordability of the temporary accommodation. We find the Council has suitably remedied the injustice caused by delays in the complaint handling. However, the Council has also agreed to make Miss X a higher payment than the one offered for the disrepair issues and apologise to her to remedy the injustice she experienced. The Council has agreed to carry out several related service improvements.

    Service improvements

    The Council has agreed to establish a responsive repairs schedule classifying categories of repairs andtime scales to repair with Managing Agent B. This should provide clear guidance to Council officers on how to handle reports of persistent disrepair issues with Managing Agent B from homeless applicants, including details of when to consider inspecting the property. The Council should consider publishing this repairs policy on its website so it is easily accessible to relevant homeless applicants and report back on this.The Council has agreed to circulate a reminder to relevant staff on the need to retain robust records of suitability assessments of temporary accommodation, including with regards to affordability.The Council has agreed to circulate a reminder to relevant staff on the duty to keep the suitability of temporary accommodation under review and to respond to suitability review requests in writing with clear reasons for any decision that is made. This reminder should clearly set out the circumstances when the Council must notify the applicant of their right to request a section 202 review of a suitability decision.

  • London Borough of Camden (21 009 953)

    Category: Housing Date: 15-May-2022

    Summary

    Miss X complained about how the Council considered her application to join the housing register and for failing to consider reasonable adjustments. There was fault in how the Council communicated its decision not to allow Miss X to join the housing register, and when it delayed in reviewing that decision. The Council agreed to pay Miss X £400 to recognise the injustice caused by the faults. There was no fault in how the Council allocated Miss X housing points or how it considered the reasonable adjustment she requested.

    Service improvements

    The Council will remind relevant staff of the importance of providing applicants with clear information explaining how it has made decisions relating to awarding, or not awarding, housing points.

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