Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 4 of 4 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 (23 002 824)

    Category: Adult care services Date: 19-Dec-2023

    Summary

    Ms X complained the Council failed to put in place respite service for her child, Y, when they transitioned from children’s to adult social services. The Council was at fault. It failed to properly consider whether there was a need for a respite service for Ms X and Y. The Council has agreed to apologise to Ms X and pay her a symbolic amount of £250 for the distress and uncertainty the matter caused her. It will also review with staff the importance of following up the request for a respite service and offering carers an assessment of needs.

    Service improvements

    The Council failed to properly consider whether there was a need for a respite service when a child transitioned from children's to adult services. The Council will review with staff this complaint, the importance of following up respite where it has been requested and ensures staff have offered an assessment to carers where there may be a need.

  • London Borough of Croydon (23 002 406)

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

    Summary

    Ms X complained about the Council’s failure to provide appropriate care and support to her and her father Mr Y. The Council was at fault for delays in investigating safeguarding concerns, not carrying out a formal carer’s assessments or progressing Ms X’s request for direct payments and for delays in finding a suitable care home for Mr Y. As a result Ms X was caused significant distress and uncertainty. The Council has agreed to apologise, to make a payment to Ms X and to carry out service improvements to prevent a recurrence of the faults.

    Service improvements

    The Council was at fault for delays in investigating safeguarding concerns, not carrying out a formal carer's assessment or progressing a request for direct payments and for delays in finding a suitable care home. The Council will provide the Ombudsman with evidence of the action taken by the Quality Assurance Team to follow up the complainant's concerns about the care home.The Council will remind relevant officers of the need to:properly record safeguarding concerns in a timely manner;offer a separate formal carer’s assessment to those providing care and support to an adult whose needs they have assessed; andfollow up any requests for direct payments to ensure these are progressed in a timely manner.

  • London Borough of Croydon (23 000 827)

    Category: Adult care services Date: 14-Nov-2023

    Summary

    Miss X complained about the Council’s financial assessment of her mother, Mrs Y, for her care in a care home. There was no fault in the Council’s calculation of how much Mrs Y should pay towards her care. There was fault in the Council’s invoices, complaint handling, and record keeping. The Council agreed to pay Miss X £400 to acknowledge the frustration and distress this caused.

    Service improvements

    The Council has agreed to remind staff members who handle complaints that, where a joint complaint response is required from multiple service areas, it should ensure the Council’s response is complete before sending its response.

  • London Borough of Croydon (22 002 639)

    Category: Adult care services Date: 12-Sep-2023

    Summary

    Ms X complained the Council is at fault in how it assessed and met her care needs since 2014 and for not always making reasonable adjustments when communicating with her. We investigated Ms X’s concerns from 2021 onwards and found fault in how the Council handled these matters. The Council has agreed to apologise to Ms X, make a payment in recognition of the injustice caused to her and to carry out a full review of its handling of her case.

    Service improvements

    The Council will undertake a full review of its handling of this case. The review will identify why concerns about the care package (including the request for help with antisocial behaviour) and the request for an Occupational Therapy assessment were not addressed sooner. It will also identify why the Council did not always make reasonable adjustments when communicating with the complainant. The Council will create an action plan explaining how it will prevent a recurrence of the fault we found.

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