Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

London Borough of Camden

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    70% of complaints we investigated were upheld.

    This compares to an average of 77% in similar authorities.

    14 upheld decisions

    Adjusted for London Borough of Camden's population, this is
    6.7 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    8.3 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 20 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 99% in similar authorities.

    Statistics are based on a total of 13 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    0 satisfactory remedy decisions

    Statistics are based on a total of 14 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against London Borough of Camden

Camden Council has agreed to reconsider how it will deal with businesses that missed out on COVID grants following an investigation by the Local Government and Social Care Ombudsman.

London Borough of Camden failed to carry out a recommendation to apologise to a man for its poor handling of a complaint, until the Local Government and Social Care Ombudsman chased it for a response.

2

Public reports for London Borough of Camden

View all

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 23 003 910

Category: Housing

Sub Category: Other

  • Review its template letters for housing register application decisions to ensure the Council provides a clear explanation of how applicants can seek a review of those decisions and to ensure the letters comply with the requirements set out in paragraph 5.23 of the statutory guidance.

Case reference: 22 016 407

Category: Transport and highways

Sub Category: Parking and other penalties

  • The Council will remind staff in its call centre(s) that: they should signpost people to the corporate complaints procedure if they think the service user might have a complaint;
  • they should ask if that service user needs any reasonable adjustments in order to make their complaint; and,
  • that the Council’s equality duty is anticipatory: staff should not wait for the person to ask for a reasonable adjustment.

Case reference: 22 016 404

Category: Housing

Sub Category: Other

  • The Council has agreed to share a copy of this decision with staff in the relevant departments to identify learning from this complaint.
  • The Council has agreed to remind relevant staff that even where it must rely on B&B to meet its accommodation duty, it should consider and record whether particular applicants need accommodation in or near the borough for it to be suitable.
  • The Council has agreed to ensure it tells homeless applicants in short-term B&B placements who need to move to another hotel where they will be going with at least 24 hours’ notice.
  • The Council has agreed to identify a means of ensuring oversight of the relevant dates and deadlines of a homeless application, including when the 56-day relief period will end and a main housing duty decision is due.
  • The Council has agreed to provide training or guidance to relevant staff on the circumstances in which the Council has a duty to protect the property of a homeless applicant.

Case reference: 22 012 415

Category: Housing

Sub Category: Allocations

  • The Council will remind all relevant officers the need to ensure housing register decision letters explain what information was considered and the reasons for the conclusions reached.

Case reference: 22 011 895

Category: Housing

Sub Category: Other

  • By training, or other means, remind officers of the provisions of its complaints procedure and that complaints about statutory reviews, such as eligibility for the housing register, will not be considered through the complaints process.

Case reference: 22 011 889

Category: Environment and regulation

Sub Category: Other

  • 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.

Case reference: 22 011 782

Category: Benefits and tax

Sub Category: Council tax

  • The Council will remind council tax andcomplaint officers that the Council should consider using discretion to reducecouncil tax bills when asked to do so, even if the request does not refer tothe relevant legislation.

Case reference: 22 008 774

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council will remind its Adult Social Care staff and managers to only issue warning letters about a person’s or their representative’s behavior, or obstructions, if this is evidence and justified in the circumstances.
  • The Council will remind its Adult Social Care staff and Complaints Team to respond to stage two complaint requests within the timescales set out in the Council’s Complaints Policy. This includes sharing its decisions not to investigate complaints under stage two without delay.

Case reference: 22 007 121

Category: Environment and regulation

Sub Category: Antisocial behaviour

  • 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.

Case reference: 22 009 421

Category: Housing

Sub Category: Allocations

  • 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.

43

Service improvements agreed by London Borough of Camden

View all

Last updated: 4 April 2015

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