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 - 10 of 10 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 (20 008 708)

    Category: Planning Date: 26-Jul-2021

    Summary

    Mr B and Mrs B complained the Council delayed investigating their concerns about works to their neighbour’s garden, unnecessarily considered a retrospective planning application for these works, and delayed responding to their complaints. Mr and Mrs B said this caused them stress and anxiety, put them to time and trouble, and led to them incurring unnecessary costs. We found fault with the Council for failing to have a published planning enforcement policy and giving incorrect planning advice. The Council agreed to apologise, reimburse the cost of professional reports, and make a financial payment to acknowledge the impact of its faults.

    Service improvements

    Issue relevant staff with guidance about the corporate complaint procedure and emphasise the importance of meeting the timescales in the procedure.Finalise its enforcement policy and make it publicly available on its website.

  • 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 (20 007 703)

    Category: Adult care services Date: 03-Aug-2021

    Summary

    Miss X and Ms Y complained the Council delayed finding a long-term residential placement for their relative Mrs Z. The Council initially delayed allocating a social worker to complete Mrs Z’s needs assessment and delayed completing her financial assessment. This was fault. The Council has agreed to apologise and make a payment to Ms Y to acknowledge the distress and frustration this caused. There was no fault in the way the Council then arranged a placement.

    Service improvements

    The Council has agreed to explain what action it has taken to ensure there is no unnecessary delay in allocating social workers to carry out needs' assessments.

  • London Borough of Enfield (20 005 156)

    Category: Adult care services Date: 26-Aug-2021

    Summary

    Mr X complained about how the Council decided what contribution his mother, Mrs Y, should make towards her residential care costs. The Council was at fault in how it considered Mrs Y deprived herself of assets and whether it should disregard the value of her property from its financial assessment of her care costs. This caused Mr X and his brother uncertainty. The Council has agreed to produce a template to remind staff they must set out their rationale for deciding someone has deprived themselves of an asset. It also agreed to review its decisions where it received complaints about a deprivation of assets or property disregard decision since January 2020. It will also apologise, make a payment to Mr X and his brother and reconsider its decision on whether Mrs Y was eligible for a property disregard.

    Service improvements

    The Council will produce a template deprivation of assets letter which reminds staff they must set out their rationale for deciding a person has deprived themselves of an asset.The Council will remind staff they must consider whether a person needs but is not receiving care when deciding if they are an adult who needs care for the purpose of a property disregard.The Council will remind staff deprivation of assets and property disregards are separate matters and they must consider a discretionary disregard on its own merits and should record their decision reasons.The Council will update its policy on property disregards to reflect what is mandatory and what is discretionary as set out in the Care and Support Statutory Guidance or explain why it has departed from the guidance.The Council will review any complaints about its decisions on deprivation of assets or property disregards from January 2020 to the date it updates its policy on property disregards. If the Council identifies flaws in its decision making, it should reconsider those decisions and write to the complainants. Where the Council changes its decision and finds it charged somebody more for their care than it should have, it will reimburse the person the relevant amount.

  • 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

  • London Borough of Enfield (20 002 422)

    Category: Environment and regulation Date: 21-Jul-2021

    Summary

    Mr Y complains about the Council’s handling of his complaint about noise from his neighbour. Mr Y says this caused stress and distress, and affected his ability to sleep and work. The Ombudsman finds the Council at fault. It failed to clearly communicate with Mr Y about what action it would or could take, or keep him updated. To remedy the injustice this caused Mr Y, the Council has agreed to apologise to Mr Y and make a payment to acknowledge the frustration and uncertainty this caused. The Council also agreed to review the way it communicates with complainants as well as how it communicates with other bodies involved in resolving reports of noise nuisances.

    Service improvements

    The Council has agreed to review how it communicates with complainants to ensure it records and responds to each noise nuisance complaint on an individual basisThe Council has agreed to review its noise nuisance policy to make sure any cross-border issues do not drift and staff are clear on who is responsible for what actions when other organisations or councils are involved.The Council has agreed to share this decision with relevant members of staff.

  • London Borough of Enfield (19 015 949)

    Category: Housing Date: 15-Jun-2021

    Summary

    Ms Y complains the Council has failed to ensure her temporary accommodation is kept in good repair. She complains about the length of time she has been on the Council’s housing register. The Ombudsman finds the Council at fault for failing to ensure Ms Y’s temporary accommodation is kept in good repair. This caused Ms Y and her family distress and uncertainty. To remedy the injustice to Ms Y, the Council has agreed to apologise and make a payment to Ms Y as well as to review its Nightly Let policy.

    Service improvements

    the Council has agreed to review its Nightly Let policy to ensure there is a clear system in place on the steps Council officers should follow when checking necessary works are properly done when reported and deciding to take action against managing agents if works are not completed to their satisfaction. The policy should clearly specify that the Council is responsible for ensuring temporary accommodation is suitable under the Housing Act 1996.the Council has also agreed share a copy of this decision with relevant staff members, including those at Ms Y’s managing agent.

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