Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2025 and 31 March 2026

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 (24 020 730)

    Category: Adult care services Date: 09-Oct-2025

    Summary

    Mr X complained the Council delayed providing his son with respite care when he transitioned from children to adult services. We find the Council was at fault for the delay in securing suitable respite care for Mr X’s son. This caused distress and upset, and Mr X’s son lost out on care he was entitled to. The Council has agreed to apologise to Mr X and his son, make payments to them and implement a service improvement.

    Service improvements

    The Council has agreed to review its procedures for transition planning for young people approaching 18. The review should focus on how staff will ensure assessments take place early enough so there are no gaps in provision, and an adult care package is in place for when the young person turns 18.

  • London Borough of Croydon (24 011 655)

    Category: Adult care services Date: 11-Jun-2025

    Summary

    Ms C complains about the Council’s decision to reduce her sister’s direct payment. I have found no procedural fault in the way the Council has reached its decision. It is however at fault for failing to address all Ms C’s complaints. To remedy the complaint the Council has agreed to apologise to Ms C and make service improvements.

    Service improvements

    The Council will:a) remind staff dealing with complaints about addressing all substantive complaints;b) remind relevant staff through a staff circular or team meetings about when to offer carer’s assessments and ensuring requests are followed through.

  • London Borough of Croydon (24 009 654)

    Category: Adult care services Date: 13-Apr-2025

    Summary

    Miss X complains the Council has failed to assess her needs as her son’s carer properly, leaving her without support. The Council was at fault over the way it did her 2024 carer’s assessment. It needs to apologise, make a symbolic payment to her, and reassess her needs as her son’s carer. The Council also needs to take action to improve its working practices.

    Service improvements

    The Council has agreed to take action to ensure: carer’s assessments are carried out in a transparent way; people are given an opportunity to correct any errors with their assessment; and any disputes over a person’s needs are addressed in the assessment.

  • London Borough of Croydon (24 009 003)

    Category: Adult care services Date: 15-Apr-2025

    Summary

    Mrs X complained, on behalf of her husband Mr X, about how the Council dealt with her request for help with Mr X’s care home placement. There was fault in how the Council assessed Mr X’s needs and how it planned his care and support. This led to significant avoidable distress to Mr X and Mrs X; and also affected Mr X’s mental health. The Council agreed to apologise, issue an amended care and support plan for Mr X, and pay both Mr and Mrs X a financial remedy. It also agreed to review its practices and arrange training for its staff.

    Service improvements

    The Council agreed to review its policy and practices around its use of approval panels for packages of social care. The review will:be undertaken by a senior Council officer;ensure the Council's policy, panel terms of reference and practices comply with the law and statutory guidance, including an emphasis on individual wellbeing and person-centred care planning, rather than financial considerations; andshare its report and any recommendations with the responsible elected member and/or scrutiny panel.The Council agreed to arrange training for all relevant adult social care staff (including managers) on the principles of person-centred care planning, offering choice ofc are home placements and the requirements for third-party top-ups.

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