Service improvements

London Borough of Ealing

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 5 of 5 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Ealing as a CSV file.

  • London Borough of Ealing (20 014 214)

    Category: Adult care services Date: 11-Nov-2021

    Summary

    Mr B complained the Council delayed in carrying out an adult social care assessment of his needs. And when it was done it did not accurately reflect his needs or provide the necessary support. He said this meant he did not have support for his physical needs and also with his housing situation. There was fault by the Council in how it responded when Mr B first approached. It will apologise and make a payment to him. It will also review its procedures.

    Service improvements

    Ensure that complaints are not dismissed without proper consideration.

  • London Borough of Ealing (20 013 749)

    Category: Housing Date: 29-Jun-2021

    Summary

    Mrs X complained about how the Council handled her housing benefit claim. The Council was not at fault as it gave Mrs X information about her appeal rights and she chose not to use them. Mrs X also complained about how the Council considered the suitability of her temporary accommodation. The Council was at fault. It delayed adding Mrs X’s husband to her housing application which caused her uncertainty. It also delayed considering whether Mrs X could afford to pay her rent. The Council has already apologised to Mrs X and made a suitable offer to address the impact of the delay in considering the affordability of her accommodation. It has agreed to remind its staff they must respond to change of circumstance information promptly.

    Service improvements

    The Council will remind staff they should consider the affordability of someone's temporary accommodation, and whether they are eligible for a discretionary housing payments at an early stage, before they accrue considerable rent arrears.The Council will remind staff they must act promptly when they receive a change of circumstances notification for a housing application.

  • London Borough of Ealing (20 012 435)

    Category: Housing Date: 04-Feb-2022

    Summary

    Mr X complained about the Council’s decision on his homelessness application. The Ombudsman found the Council at fault for delays and errors in its decision-making process which the Council agreed to remedy. However, the Ombudsman did not find fault in the Council’s final decision about Mr X’s homelessness.

    Service improvements

    The Council agreed to remind officers in its housing department of the importance of making suitably prompt enquiries and meeting statutory deadlines.

  • London Borough of Ealing (20 011 145)

    Category: Adult care services Date: 26-Nov-2021

    Summary

    Mrs X complained the wet room the Council installed under a Disabled Facilities Grant in 2013 was not fit for purpose. She said that despite multiple attempts to repair her wet room it still flooded and caused unpleasant smells. The Council acted without fault when it assisted Mrs X with her wet room between June 2019 and July 2020. However, we have found the Council’s policy was misleading about who it would consider for extensions, garage conversions, and outbuildings under a Disabled Facilities Grant. The Council has agreed to amend the policy wording and we consider this to be a suitable remedy.

    Service improvements

    The Council agreed to amend the wording of its Repairs and Adaptation Services policy to clarify that disabled adults are not excluded from considerations for extensions, garage conversions, and outbuildings under a Disabled Facilities Grant.

  • London Borough of Ealing (20 000 347)

    Category: Planning Date: 14-Jan-2022

    Summary

    The complainants Mr X and Ms Y complained the Council failed to properly consider a planning application for a significant extension to their neighbour’s property. They say the Council failed to honour its commitment to decide the application at Planning Committee denying them further opportunities to challenge the proposals. The Council says it followed correct procedure, considered all relevant information, and used delegated powers to decide the application under its Scheme of Delegation. We found the Council acted with fault and it agreed to apologise, pay £300 in recognition of the inconvenience caused and to make procedural changes.

    Service improvements

    The Council accepted it did not routinely record the Chair of the Planning Committee's reasons for deciding whether to refer a planning application to the Planning Committee. The Council agreed to within three months include in its delegation reports whether the Chair has exercised their discretion and to record their reasons for that decision and where appropriate the case officer's reasons for deciding an application does not meet the criteria for referral to the Planning Committee.

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