Service improvements

London Borough of Ealing

Showing service improvements between 1 April 2022 and 31 March 2023

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 Ealing as a CSV file.

  • London Borough of Ealing (22 013 646)

    Category: Education Date: 24-Mar-2023

    Summary

    Ms X says the Council did not properly consider her appeal for school transport assistance. We have found the Council at fault for the way it considered Ms X’s appeal. We have made recommendations to remedy the injustice caused.

    Service improvements

    The Council was at fault for the way it considered an appeal about school transport assistance. The Council will remind officers of the importance of conducting appeals in accordance with its published policy.

  • London Borough of Ealing (21 018 085)

    Category: Benefits and tax Date: 03-Aug-2022

    Summary

    Mrs B complained that the Council tried to recover a rent arrears debt from 2016/17, over four years’ later and without any explanation or evidence. This has caused her significant distress and time and trouble trying to resolve it. We found the Council at fault. The Council has agreed to write off the debt and check no other tenants have been affected in the same way.

    Service improvements

    The Council has agreed to check that no other tenant has been affected in this way by the restructure in 2021.

  • London Borough of Ealing (21 016 388)

    Category: Children's care services Date: 28-Apr-2022

    Summary

    The Council was at fault when it refused to escalate Mrs X’s complaints to stage 2 of the statutory children’s complaints procedures, after considering them at stage 1. It has agreed to start the stage 2 investigation without delay and make service improvements to prevent a reoccurrence of the faults identified.

    Service improvements

    The Council agreed to remind relevant staff of the Council’s obligations to escalate complaints to stages 2 and 3 of the statutory children's complaints procedures, if that is the complainant’s wishes.

  • London Borough of Ealing (21 005 104)

    Category: Benefits and tax Date: 18-Apr-2022

    Summary

    Mr X complained the Council have not applied deductions to his council tax arrears that it should have. Mr X also complains about how the Council processed his council tax account and application for Council Tax Support Discretionary Discount. Based on the information available, I have found fault in how the Council responded to Mr X’s application. The Council have agreed to our recommendations.

    Service improvements

    Make amendments to its decision template letter to ensure applicants are signposted to the ValuationTribunal Service and informed of their right of appeal.

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