Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2021 and 31 March 2022

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 11 - 14 of 14 cases with service improvements

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

  • London Borough of Croydon (20 012 636)

    Category: Adult care services Date: 17-Aug-2021

    Summary

    Mrs X complained the Council has incorrectly charged her mother, Mrs C, for the cost of her care. She says carers visits were often shorter than what has been charged which meant Mrs C was being asked to pay for care she did not receive. There was fault by the Council with the amount Mrs C was asked to pay. The Council has agreed to apologise and remind the care provider about the importance of submitting accurate information, in addition to the remedy it has already provided by reducing the amount owed by Mrs C.

    Service improvements

    Review the information it provides to service users about how care will be charged.Remind the care provider of the importance of submitting accurate information which impacts on what a service user is charged.

  • London Borough of Croydon (20 012 498)

    Category: Environment and regulation Date: 22-Jul-2021

    Summary

    The Ombudsman found fault by the Council on Mrs D’s complaint about its waste contractor repeatedly failing to return her bins as required by its assisted collections scheme. There were repeated failures to return the bin to its proper place. There was a failure to keep records of monitoring by the Council and its contractor. The agreed action remedies the injustice caused. There was no fault on her complaint about missed bin collections.

    Service improvements

    The Council agreed to consider sending assisted collection stickers for bins to all those who qualify for such a collection.The Council agreed that it, and the contractor, will remind staff of the need to keep a record of the monitoring done.

  • London Borough of Croydon (20 007 129)

    Category: Environment and regulation Date: 02-Mar-2022

    Summary

    The Ombudsman finds fault with the Council for failing to properly manage Mr X’s complaint about incorrect storage of commercial waste bins. It also delayed investigating Mr X’s reports of statutory nuisance caused by the bins. The Council will apologise to Mr X, review its complaints policy, ensure monitoring and make him a payment for the inconvenience.

    Service improvements

    The Council will review its complaints policy to specify circumstances where service issues should be managed as formal complaints. Any changes should state how officers will distinguish between service issues and formal complaints to prevent future delays.The Council will monitor the commercial waste collections for six weeks and ensure the bins are stored correctly by the respective shops and waste collection crew.The Council will complete a twice weekly check of the road for six weeks to see whether it is affected by fly-tipping which merits further investigation.

  • London Borough of Croydon (20 005 449)

    Category: Education Date: 12-Aug-2021

    Summary

    Ms C complained about the Council’s failure to ensure her child was provided with a suitable education when she was unable to attend school for health reasons. We find there were several faults in the Council’s actions in this matter, leading to injustice for Ms C. A remedy has been agreed.

    Service improvements

    The Council will review lessons learned form this complaint about the provision of education to a child out of school due to illness, and draw up and implement a plan, with timescales, to ensure so far as possible that the faults identified by this investigation do not recur.

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