Service improvements

London Borough of Ealing

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 Ealing as a CSV file.

  • London Borough of Ealing (25 003 295)

    Category: Adult care services Date: 30-Sep-2025

    Summary

    We have upheld Ms X’s complaint about the Council’s delay in assessing her mother, Mrs Y’s, contribution towards her care costs. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

    Service improvements

    The Council will remind relevant staff of the importance of arranging a financial assessment at the time care is arranged or as soon as possible afterwards.

  • London Borough of Ealing (25 001 789)

    Category: Adult care services Date: 20-Nov-2025

    Summary

    Ms X complained the Council delayed completing her occupational therapy assessment. She also complained of poor communication. We find the Council at fault for its delay in completing Ms X’s occupational therapy assessment and for communicating poorly with Ms X. The Council’s actions caused Ms X frustration and uncertainty, and she was put to time and trouble trying to resolve the matter. The Council has agreed to apologise to Ms X and make a symbolic payment of £250. It has also agreed to make a service improvement.

    Service improvements

    The Council will establish a clear communication process to keep those who have been referred for an Occupational Therapy assessment informed about their assessment timeline.

  • London Borough of Ealing (25 000 503)

    Category: Adult care services Date: 09-Mar-2026

    Summary

    Mrs B complained that the Council had not properly investigated safeguarding concerns she raised about the care provided to her mother in a care home. We find that there was no fault in the way the Council carried out its investigations, but there was fault in the Council’s failure to involve Mrs B in the enquiries and in its communications. This left Mrs B with the impression that her concerns were not taken seriously. The Council has agreed to apologise and to carry out a service improvement.

    Service improvements

    • Ensure all frontline staff understand the Council’s duties under the Mental Capacity Act. It will provide training or guidance as needed.

  • London Borough of Ealing (24 016 356)

    Category: Adult care services Date: 07-Nov-2025

    Summary

    The Council was at fault for the delay in assessing Ms X’s needs, producing a support plan and in arranging an Occupational Therapy assessment. This caused Ms X frustration and uncertainty and meant she was without support to meet her needs. The Council has agreed to apologise, complete Ms X’s support plan and make a payment to Ms X to acknowledge the injustice caused. It will also issue guidance to officers.

    Service improvements

    The Council will remind relevant officers, via training or a briefing note, that where a needs assessment identifies support is required for attending medical appointments, it properly considers whether this is an eligible need under the Care and Support Statutory Guidance.

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