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 11 - 16 of 16 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 (23 018 111)

    Category: Adult care services Date: 20-Aug-2024

    Summary

    Mr X complained on behalf of Mrs Y and her disabled son, Mr Z, that the Council’s care and support plan for Mr Z did not provide him or his family with sufficient support. Mr X says this has placed a strain on Mrs Y and her family. We found fault by the Council. The Council has agreed to carry out a re-assessment of Mr Z’s care needs and a carer’s assessment for Mrs Y.

    Service improvements

    Remind staff of the Ombudsman’s principles of good administrative practice, specifically, the importance of retaining appropriate records to show the Council’s rationale for its decisions.Remind staff of the statutory guidance which says councils should review care and support plans at least every 12 months, and the importance of adhering to this timeframe.Remind staff that where somebody provides or intends to provide care for another adult, and it appears the carer may have any needs for support, the Council must carry out a carer’s assessment.

  • London Borough of Enfield (23 017 143)

    Category: Housing Date: 16-Dec-2024

    Summary

    Mr Z complains on behalf of Mr X and Miss Y that the Council failed to act on their homelessness application after they received a Section 21 notice. Mr Z says the Council also failed to communicate with Mr X and Miss Y and the key worker was rude. Mr Z says this caused Mr X and Miss Y a great deal of distress. We have found fault in the actions of the Council for failing to act on Mr X and Miss Y’s homelessness application. The Council has agreed to issue an apology, pay Mr X and Miss Y a financial payment, review their priority date and complete service improvements.

    Service improvements

    In writing, remind relevant officers about the contents of paragraphs 6.35 to 6.38 of the Code.In writing, remind officers of the importance of making timely decisions in accordance with the Housing Act and having regular contact with applicants.

  • London Borough of Enfield (23 015 462)

    Category: Housing Date: 23-Apr-2024

    Summary

    Mrs Y complained about the way the Council decided she was not entitled to an extra bedroom. Mrs Y says sharing a bedroom will have a negative impact on her health. The Council was at fault for not assessing Mrs Y’s care needs after being asked to. It was also at fault as its Housing and Adult Social Care teams both told her the other was responsible for assessing her needs. To remedy the injustice caused the Council agreed to apologise to Mrs Y and carry out an assessment of her care needs. Following this, the Council agreed to make a new decision on whether Mrs Y was entitled to an extra bedroom.

    Service improvements

    The Housing team and Adult Social Care team should clarify what supporting evidence applicants need from Adult Social Care Services when asking the Council for an additional bedroom as per the allocations policy, and how applicants can go about obtaining this.

  • London Borough of Enfield (23 014 562)

    Category: Housing Date: 28-May-2024

    Summary

    Ms X complained about how the Council dealt with her homelessness application. The faults included delay, failure to properly communicate, failure to provide interim/temporary accommodation, producing an incomplete Personalised Housing Plan and failure to deal with a request for reasonable adjustments under the Equality Act. A suitable remedy is agreed.

    Service improvements

    Issue written reminders to relevant staff to ensure they are aware of the requirements to meet reasonable adjustments under the Equality Act; the need to provide suitable interim/temporary accommodation and what to include in a PHP.

  • London Borough of Enfield (23 013 143)

    Category: Housing Date: 27-May-2024

    Summary

    Miss X complained about how the Council has handled her housing application. She also complains about the Council’s poor communication and said it had failed to properly consider her and her mother, Ms Z’s medical information. We find the Council was at fault. This caused them significant distress. The Council has agreed to make several recommendations to address this injustice caused by fault.

    Service improvements

    The Council should issue written reminders to relevant staff to ensure they are aware of the timescales set out in its complaint’s policy.

  • London Borough of Enfield (23 010 555)

    Category: Housing Date: 09-Apr-2024

    Summary

    We found fault on Mrs L’s complaint about the way the Council handled her request to move property. It failed to assess the suitability of temporary accommodation before and during their stay there. It failed to assess the suitability of the accommodation it wanted her to return to following repairs sooner. It wrongly stopped paying rent on the temporary accommodation and failed to deal with her formal complaint promptly. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to review procedures to ensure officers consider and assess the suitability of temporary emergency accommodation where medical information is provided which raises possible problems with a property due to health concerns i) before letting it and ii) when let.The Council agreed to ensure procedures are in place so referrals for a Housing and Welfare assessment from the Housing Options Panel are actioned and carried out.The Council agreed to review its complaint processing to ensure it has sufficient staffing levels to clear backlogs of complaints and respond promptly to correspondence.

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