Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Enfield as a CSV file.

  • London Borough of Enfield (25 008 604)

    Category: Adult care services Date: 11-May-2026

    Summary

    Mr B complained about the way the Council handled an incident involving his son, Mr C, during transport to college and the subsequent safeguarding investigation. We found the Council’s initial decision-making process was flawed and it delayed excessively on several occasions causing distress to Mr B and Mr C. The Council has agreed to apologise to Mr B and Mr C, make a symbolic payment, provide services to him and improve its procedures for the future.

    Service improvements

    The Council has agreed to review:its complaints process to ensure there is a check that actions agreed in a complaint response are implemented within the specified timescale; and its safeguarding process to ensure investigations are completed within a reasonable time-frame and that checks are in place to identify and resolve delays promptly when they occur.

  • London Borough of Enfield (25 005 018)

    Category: Adult care services Date: 26-May-2026

    Summary

    Mrs Y complains about the Council’s handling of her father’s (Mr X) discharge from hospital into residential care and related matters. We found the Council to be at fault. It gave Mrs Y incorrect information and took too long to carry out an inaccurate financial assessment. This caused significant distress, uncertainty and frustration. To remedy this injustice, the Council agreed to apologise, make an additional symbolic payment to Mrs Y and take action to correct the financial assessment and reimburse Mrs Y. It will also take action to improve its service.

    Service improvements

    Within two months of the final decision, the Council should send written reminders to relevant staff of the importance of providing clear information about charging and the financial assessment process to service users at the earliest opportunity. In line with the Care Act guidance, this information should include what people are likely to pay towards their care and support needs. The Council should ensure they accurately record, in detail, any discussions and advice given around this.

  • London Borough of Enfield (25 002 029)

    Category: Housing Date: 14-May-2026

    Summary

    Miss X complained Council failed to address the severe damp and mould in her former accommodation. She also says the Council failed to offer sufficient support and assistance with her homelessness, it failed to complete a suitability review, and it failed to award her sufficient points on the housing register. We find the Council was at fault for how it handled Miss X’s homelessness and for how it handled the damp and mould issues. It also failed to complete a suitability review, and it delayed responding to Miss X’s complaint. These faults caused Miss X upset and distress. The Council has agreed to apologise to Miss X and make a payment to her, backdate her registration date on the housing register, complete a suitability review and implement a service improvement.

    Service improvements

    The Council will remind relevant officers that they must adhere to paragraphs 6.35 to 6.38 of the Homelessness Code of Guidance when they deal with homeless applications.

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