Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2025 and 31 March 2026

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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.

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London Borough of Enfield (24 021 742)

Category: Adult care services Date: 22-Sep-2025

Summary

The Council delayed assessing Mrs Y’s contribution to her care charges which resulted in a large debt accruing. It sent an inaccurate letter stating she was to pay the full cost due to her level of savings which caused her distress. It also delayed responding to her daughter, Ms X’s, complaint which caused frustration. The Council has agreed to apologise, make payments and offer a repayment plan to acknowledge the impact of its fault. It will also review its procedures to ensure it follows up financial assessments and that letters accurately reflect the situation.

Service improvements

The Council has agreed to review its procedures for charging for care to ensure: Where a financial assessment form is not returned within 14 days a reminder is issued or a telephone call made.Full cost letters accurately reflect the situation where a financial assessment form has not been returned, specifically, that the Council has assumed an individual does not wish to disclose their financial situation and is willing to pay the full cost of their care.

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