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 - 10 of 19 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 (25 008 426)

    Category: Education Date: 27-Feb-2026

    Summary

    The Council’s school appeals panel failed to give proper consideration to the validity of its admissions arrangements when deciding Miss X’s school admissions appeal. This did not cause Miss X an injustice as it is unlikely her child, Y, would have been awarded a school place had the panel properly considered the arrangements. The Council has agreed to remind its appeal staff and panel members to properly consider its admissions arrangements in future.

    Service improvements

    The Council’s school appeals panel failed to give proper consideration to the validity of its admissions arrangements when deciding a school admissions appeal. The Council has agreed to remind all appeals staff and panel members to always give proper consideration to whether the admissions arrangements comply with the mandatory requirements of the School Admissions Code and Part 3 of the School Standards and Framework Act 1998.

  • London Borough of Ealing (25 008 414)

    Category: Education Date: 15-Jan-2026

    Summary

    We upheld Mr X’s complaint about the Council’s decision to refuse a Blue Badge application. The Council agreed to resolve the complaint by reconsidering the appeal evidence Mr X submitted and by making a service improvement.

    Service improvements

    Assessors will be reminded that letters from social works must be considered as park of a blue badge application

  • London Borough of Ealing (25 003 487)

    Category: Education Date: 19-Nov-2025

    Summary

    The Council was at fault for failing to ensure that Mr X’s child, Z received the Speech and Language Therapy (SALT) and Occupational Therapy (OT) in their Education, Health and Care Plan between September 2024 and July 2025. Poor communication from the Council during that time added to Mr X’s frustration. The Council will apologise to Mr X and make a payment to acknowledge his frustration and the impact on Z of the missed provision. It will also review its commissioning arrangements to ensure these can meet requirements for SALT and OT provision.

    Service improvements

    The Council has agreed to reviews its commissioning arrangements to ensure that going forward these can meet timescales for Education, Health and Care needs assessments and provision of Speech and Language Therapy and Occupational Therapy, once a plan is finalised.

  • 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 (24 022 609)

    Category: Housing Date: 18-Nov-2025

    Summary

    Ms X complained the Council left her and her children in unsuitable accommodation. She also complained the Council failed to respond to her emails and requests for a review of the accommodation. We find the Council was at fault for its significant delay in dealing with Ms X’s request to review the suitability of the accommodation. This caused Ms X frustration, upset and uncertainty. The Council has agreed to make a payment to Ms X and implement a service improvement.

    Service improvements

    The Council will remind staff who deal with suitability review requests that they should respond to the requests within eight weeks. If there are going to be delays, they should keep the person who requested the review informed.

  • London Borough of Ealing (24 022 545)

    Category: Housing Date: 24-Sep-2025

    Summary

    Miss D says the Council failed to properly inform her, and make reasonable adjustments, relating to a property viewing in 2024. I have found the Council at fault because it failed to keep records of contact with Miss D and has not evidenced that it ensured reasonable adjustments were made with a Property Agent. The Council has agreed to make service improvements and to pay Miss D redress for uncertainty.

    Service improvements

    remind officers, and provide training or guidance if needed, to document telephone calls with applicants and relevant third partiesremind officers, and provide training or guidance if needed, to ensure reasonable adjustments are in place for applicants

  • London Borough of Ealing (24 020 882)

    Category: Housing Date: 09-Dec-2025

    Summary

    Mrs X complained the Council kept her family in unsuitable bed and breakfast accommodation for seven months and wrongly told her that housing benefit would cover the full cost of the accommodation. Mrs X and her family were in unsuitable accommodation for 18 weeks longer than the law allows causing distress. However, there is no evidence Mrs X was told there would be no charge for this accommodation.

    Service improvements

    The Council agreed to remind staff of the importance of ensuring housing benefit claims for homeless accommodation are made in a timely manner.

  • London Borough of Ealing (24 019 615)

    Category: Housing Date: 12-Oct-2025

    Summary

    There was fault by the Council, because it did not contact the complainant to discuss whether she would find bed and breakfast accommodation suitable as interim accommodation, told her she needed to submit documents before it could book interim accommodation for her, and did not respond helpfully when she informed the Council she could not access her housing register account. The Council has agreed to offer the complainant a financial remedy and apologise to her for this, and also to issue guidance to its staff.

    Service improvements

    The Council has agreed to issue guidance to relevant staff, to remind them they should not delay the arrangement of interim accommodation to await the submission of documents which can be collected later. The Council should circulate a copy of my decision statement as part of this guidance.

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