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 - 2 of 2 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 (23 005 209)

    Category: Other Categories Date: 25-Mar-2024

    Summary

    Ms X complained about the way the coroner’s office handled the investigation of the death of her son. Most of the complaint is not within our jurisdiction but there was fault by the Council in how it responded to the complaint.

    Service improvements

    The Council should review the information it provides in response to complaints that are not covered by its complaints procedure to ensure it provides an adequate and accurate response.

  • London Borough of Camden (22 000 208)

    Category: Other Categories Date: 15-Sep-2022

    Summary

    Miss X complains the Council unfairly placed her on its Unreasonable Complainant Behaviour register. Although we have not seen any evidence of fault in the Council’s decision to place Miss X on the register, we cannot see that it considered an appeal from Miss X in line with its policy, and we have therefore made a finding of fault. The Council has agreed to the recommendations we proposed.

    Service improvements

    The Council should explain what it will do to improve its record keeping and internal sharing of information, in light of the inaccurate findings in its stage 2 review.The Council should amend its decision template letter to clearly give complainants their appeal rights, or to sign post directly to where the appeal rights can be found.

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