Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2026 and 31 March 2027

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 (26 003 692)

    Category: Housing Date: 18-Jun-2026

    Summary

    We will not investigate this complaint about the Council’s handling of the Miss X’s homelessness application. This is because the injustice has been remedied during our consideration.

    Service improvements

    Review the complaint handling of the two primary evidence documents and feedback within one month if the Council considers complaints handling training may be necessary.

  • London Borough of Croydon (25 009 604)

    Category: Housing Date: 21-Jun-2026

    Summary

    The Council was at fault. It failed to ensure the interim accommodation offered met Mr X’s wife, Mrs X’s medical needs. It also failed to complete a suitability review within 56 days which delayed securing suitable temporary accommodation. It also delayed its stage two complaint response to Mr X. These failings caused Mr and Mrs X avoidable distress, uncertainty, and prolonged unsuitable living conditions. The Council was not at fault for refusing to review the suitability of the accommodation. The Council agreed to apologise, make a payment, and implement service improvements to remedy the injustice caused.

    Service improvements

    Through training, the Council will remind officers of their responsibilities to complete suitability assessments before offering interim or temporary accommodation, monitor and comply with statutory deadlines of completing suitability reviews, issue suitability review decisions advising applicants of their review rights, and adhere to its published complaint handling timescales.

  • London Borough of Croydon (25 007 422)

    Category: Housing Date: 21-Jun-2026

    Summary

    Ms Y complained about the Council’s handling of her homelessness application. We have found fault, causing injustice, by the Council in: failing to deal with her application in a timely way; follow correct processes and lack of communication about her application; and its complaint handling failures. The Council has agreed to remedy this injustice by apologising, making a payment to recognise the upset caused and a service improvement.

    Service improvements

    The Council has agreed to establish the reasons for the delay completing the review of its decision Ms Y was not in priority need;The Council has agreed to establish the current timescales for completing reviews of homelessness decisions and report to us on these current timescales.The Council has agreed to report to us on any action it is taking to ensure reviews are completed within the required timescales.

  • London Borough of Croydon (25 006 534)

    Category: Housing Date: 09-Jun-2026

    Summary

    The Council failed to review Ms X’s banding when she provided further evidence, failed to discuss the option of a disabled facilities grant for adaptations and delayed responding to some of her communications. That caused Ms X distress and leaves her with some uncertainty. An agreement to reconsider Ms X’s banding, a discussion about adaptations with the housing association, apology and payment to Ms X are satisfactory remedy.

    Service improvements

    The Council will provide guidance to occupational therapists carrying out assessments for housing adaptations to make clear what government guidance says about what matters can be taken into account.

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