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 11 - 11 of 11 cases with service improvements

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  • London Borough of Croydon (22 005 414)

    Category: Housing Date: 04-Jul-2023

    Summary

    The Council properly considered Ms X and her household’s medical issues and their overcrowding when it decided their temporary accommodation was still suitable for their needs. However it failed to demonstrate that it had considered the domestic abuse, anti-social behaviour and racial abuse that Ms X disclosed when deciding whether the accommodation continued to be suitable. This caused Ms X significant distress and uncertainty about whether she may have been offered alternative accommodation if not for the fault. To remedy this, the Council has agreed to apologise, pay Ms X £600 and make a new suitability decision.

    Service improvements

    The Council will remind its housing team that it should contact residents promptly once they disclose they are at risk of domestic abuse in their property and decide without delay whether the accommodation remains suitable for them to occupy. These conversations should be handled sensitively due to the often re-traumatising effects of discussing abuse.The Council will remind its housing team that its suitability decisions should clearly set out why it considers the accommodation to be suitable.The Council will remind its housing team that the Council has a duty to inspect where there is a risk of Category 1 or 2 hazards in residential accommodation within its area.

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