Service improvements

London Borough of Ealing

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 004 065)

    Category: Housing Date: 28-Feb-2024

    Summary

    there was fault in the way the Council responded to Miss X’s request for its private sector housing enforcement team to investigate disrepair in her rented flat. Miss X suffered some distress and frustration. The Council has agreed to pay Miss X a financial remedy and make a service improvement.

    Service improvements

    Send a written reminder to officers in the Property Regulation team about the importance of good record-keeping and the need to make a contemporaneous record of property inspections and telephone calls.

  • London Borough of Ealing (23 000 441)

    Category: Housing Date: 01-Nov-2023

    Summary

    Ms X complained that the Council failed to adequately respond to her reports of a mice infestation in her private rented block of flats. In particular, she said there was a lack of engagement by the Council. We found the Council failed to keep Ms X informed and failed to keep records of telephone conversations with the managing agents. It also delayed in responding to Ms X’s complaint. In recognition of the injustice caused, the Council has agreed to apologise to Ms X and make a payment to her.

    Service improvements

    The Council has agreed that it will issue a reminder to relevant officers to keep appropriate records of telephone conversations.The Council has also agreed that it will issue a reminder to relevant officers about which cases should be referred to the Housing Ombudsman Service and which should be referred to the Local Government and Social Care Ombudsman.

  • London Borough of Ealing (22 015 384)

    Category: Housing Date: 03-Jul-2023

    Summary

    Ms K complained about the Council’s handling of a Notice to Quit for her temporary accommodation, delay in increasing her priority band, and refusal to give her medical priority. We found the Council at fault for failing to properly inform Ms K about the Notice to Quit process and causing delay in increasing her priority band and complaints handling. The Council should apologise and make payment to remedy the injustice this caused. There was no fault in the process it followed to reach its view Ms K was not entitled to medical priority, we cannot therefore criticise the merits of its decision.

    Service improvements

    The Council will review how it can improve information sharing between its Housing and Temporary Accommodation Team to ensure changes in Notice to Quit processes are communicated without delay to applicants.The Council will remind officers to adhere to timescales agreed with applicants to respond, take actions, or seek approvals from managers to avoid unnecessary uncertainty or heightened expectations.

  • London Borough of Ealing (22 014 730)

    Category: Housing Date: 03-Sep-2023

    Summary

    Miss X complains the Council did not consider all the relevant information when completing a review of her priority for housing. We find fault with the Council for errors with Miss X’s priority date and bedroom entitlement, delay in completing the review, and failing to consider all the evidence presented. We have agreed the Council will carry out another review.

    Service improvements

    The Council will remind staff of deadlines for responding to review requests, and fully note and demonstrate how decisions are reached when considering advice from medical advisors, for example the weight given to the advice, and what other considerations were taken into account.

  • London Borough of Ealing (22 008 400)

    Category: Housing Date: 31-May-2023

    Summary

    Miss B says the Council left her in bed-and-breakfast accommodation beyond six weeks, failed to act when a housing association delayed withdrawing a property it had offered her, misled her about the status of the property and placed her in the wrong band on the Council’s housing register. The Council delayed identifying alternative temporary accommodation for Miss B, failed to liaise with the housing association and delayed making a decision on the homeless application and in awarding her priority on the Council’s housing register. An apology, payment to Miss B, reminder to officers and commitment to keep notes of meetings is satisfactory remedy.

    Service improvements

    The Council will ensure notes are kept from the fortnightly bed-and-breakfast meetings.The Council will send a reminder to officers dealing with homeless families in bed-and-breakfast accommodation to ensure they are aware that:efforts should be made to move families out of bed-and-breakfast accommodation and it should not be left until the end of the six week period before attempts are made to source alternative accommodation; andfor families in bed-and-breakfast accommodation that have received an offer of a housing association property officers should liaise with the housing association to ensure moves are prioritised so families do not remain in bed-and-breakfast accommodation for longer than six weeks when they have accepted an offer of a housing association property.

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