Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 15 of 15 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 (23 015 289)

    Category: Environment and regulation Date: 30-Jun-2024

    Summary

    Mr X complained the Council delayed providing him with replacement waste bins. He also complained the Council discriminated against him because of his disability when he tried to make a complaint about the delay. Mr X says the Council’s actions caused him avoidable inconvenience and distress. We found fault by the Council. The Council has agreed to apologise to Mr X and provide a financial remedy.

    Service improvements

    Remind staff of the Council’s duty to consider reasonable adjustments for service users

  • London Borough of Croydon (23 014 682)

    Category: Adult care services Date: 10-Oct-2024

    Summary

    Miss X complained about the Council’s actions relating to the care of a late family member, Mr Y. We found fault because of poor communication from the Council and inadequate record keeping by a provider working on its behalf. We also found fault because the Council took too long to complete assessments for both Mr Y and Miss X, which led to linked delays in organising direct payments for Mr Y’s care. This caused Miss X avoidable frustration and distress. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Miss X and provide reminders to relevant officers.

    Service improvements

    The Council will remind relevant officers and managers of its duties linked to adult care planning in line with the Care Act 2014 and the Care and Statutory Support Guidance 2014. This will help to ensure that timely assessments are carried out which will avoid unnecessary delays for those in need of care and support.The Council will consider how it can allocate social workers in a timely manner. This will help to ensure continuity of service and communication for those concerned and help to ensure care planning is not delayed.The Council will remind relevant officers and managers of the need for clear and easy-to-read care notes to be completed by care providers working on its behalf, in line with the Fundamental Standards of Care under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This will help to ensure that it is clear what care has been delivered to those with eligible needs.

  • London Borough of Croydon (23 013 594)

    Category: Planning Date: 08-Oct-2024

    Summary

    Mr X complained about the Council’s response to his reports of breaches of planning control at a neighbouring property which he says has resulted in a loss of light, privacy and amenity. We find the Council at fault for delays in its investigation and for not keeping Mr X updated. The Council has agreed to apologise, make a payment to reflect the injustice to Mr X, finalise its investigation and act to prevent recurrence.

    Service improvements

    The Council will review its case management process for its planning enforcement services, ensuring it has sufficient alerts after periods of inactivity, and sufficient management oversight of case progression.

  • London Borough of Croydon (23 005 990)

    Category: Environment and regulation Date: 17-Jul-2024

    Summary

    Mr D says the Council failed to properly investigate his concerns about noise and anti-social behaviour. We have found evidence of fault by the Council and upheld the complaint. We have completed the investigation because the Council agrees to the provide staff training and pay redress to Mr D.

    Service improvements

    identify training needs for Officers in the Housing Team and Pollution Team and carry out any training required.

  • London Borough of Croydon (23 001 396)

    Category: Adult care services Date: 13-Nov-2024

    Summary

    Ms X complains the Council failed to assess her needs properly and took over a year to send the assessment to her. The Council accepts it took too long to send Ms X her assessment. It needs to apologise, make a symbolic payment and reassess her needs, taking account of her requests for adjustments when doing the assessment.

    Service improvements

    The Council has agreed to identify the action it is going to take to ensure draft assessments areprovided within four weeks of the assessment and, if a member of staff isunavailable for a long time, another member of staff is assigned to completethe task.

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