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 - 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 (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.

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