Service improvements

London Borough of Enfield

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 - 5 of 5 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 (21 007 518)

    Category: Education Date: 25-Mar-2022

    Summary

    Miss X complains the Council failed to properly consider her medical conditions and disabilities before it decided not to award her child school transport assistance. The Council was at fault because the panel failed to follow the appeal process in line with statutory guidance. This has caused Miss X distress, uncertainty and frustration. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to, by training or other means, remind staff of the importance of following the statutory appeal process guidance when dealing with school transport assistance. For example, allow parents to make verbal representations to the appeal panel.

  • London Borough of Enfield (21 001 627)

    Category: Planning Date: 11-Jan-2022

    Summary

    Mr X complained the Council failed to remove stacked shipping containers near to his home. The Council was at fault for not taking the enforcement action it said it would. The Council will pay Mr X £300 for the avoidable time and trouble caused by having to complain and chase it for the enforcement action.

    Service improvements

    The Council agreed to implement a service improvement plan targeting case management, communication and the effectiveness of the planning department's enforcement role. Additionally the Council will tell us the anticipated completion date of this improvement plan.

  • London Borough of Enfield (20 013 228)

    Category: Housing Date: 23-Feb-2022

    Summary

    The Ombudsman found fault by the Council on Ms L’s complaint about how it processed her housing application. It delayed processing it, has an allocation scheme which does not explain whether officers assess studio flats as a bedroom, failed to consider whether her accommodation was statutory overcrowded or whether officers should take a homeless application from her. It failed to properly consider all her circumstances when removing her housing and well-being points. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to consider what additional action it might need to take to avoid future delays with the processing of housing applications.The Council agreed to consider whether it needs to include a reference to how it assesses studios when it next reviews and amends its housing allocation scheme.The Council agreed to ensure officers are reminded of the need to consider and show, where appropriate, whether an applicant’s accommodation and circumstances meet the statutory overcrowding standards.The Council agreed to remind officers of the need to consider whether an applicant’s circumstances and accommodation justifies the taking of a homeless application.

  • London Borough of Enfield (20 007 912)

    Category: Education Date: 12-Oct-2021

    Summary

    We upheld Ms X’s complaint about the Council’s failure to provide suitable education to her son Y, and to secure the provision in his education, health and care plan. The Council accepted it was at fault. To remedy the injustice caused it agreed to apologise and make a payment to Ms X and Y. It also agreed to review other children receiving education other than at school to ensure they are receiving the provision they are entitled to.

    Service improvements

    The Council will remind officers arranging education other than at school that any decision to offer less than full-time hours should be recorded and regularly reviewed.The Council will remind officers of the need to ensure key decisions and actions are recorded for each child with an EHC plan or accessing education other than at school.The Council will review all children with an EHC plan educated other than at school to ensure they are receiving the provision in their plan.

  • London Borough of Enfield (20 004 916)

    Category: Children's care services Date: 24-Nov-2021

    Summary

    Ms X complains the Council failed to provide adequate support after she agreed to care for the children of a deceased relative. The Council is at fault and has caused injustice. It has agreed financial remedies and a policy review.

    Service improvements

    The Council will review its policies on kinship and private placements to ensure they are in line with the Government's guidance on family and friends care

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