Service improvements

London Borough of Ealing

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 - 2 of 2 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 (25 012 819)

    Category: Adult care services Date: 05-Jul-2026

    Summary

    Mr X complained the Council delayed telling him about his care charges. We find the Council was at fault for its delay in completing Mr X’s financial assessment and for its delay in contacting him for his financial information. This meant Mr X lost the opportunity to make a fully informed decision about his care package before it started. The Council has agreed to apologise to Mr X and implement a service improvement.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff to ensure, wherever possible, that people have the necessary information about what they will be expected to pay towards their care before the care package starts.

  • London Borough of Ealing (25 007 988)

    Category: Adult care services Date: 10-Jun-2026

    Summary

    Mr Y complained about the Council’s actions following his father’s (Mr X) discharge from hospital. Mr Y said the Council delayed Continuing Healthcare assessment, unlawfully charged for care services provided to Mr X, failed to reassess Mr X’s needs, failed to communicate with him and mishandled his complaint. We found fault with the delay in sending information needed for the Continuing Healthcare assessment and with the Council’s complaint handling. The Council’s fault caused injustice to Mr X and Mr Y. The Council has agreed to apologise, make a symbolic distress payment and carry out some staff training.

    Service improvements

    The Council will remind social workers, including the members of the Reablement Assessment team, of the Continuing Healthcare process so they can advise people and support them in completing checklists.The Council will remind Adult Social Care staff of the details of the complaint procedure to follow when responding to Adult Social Care complaints and in particular for which complaints this procedure should be applied.

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