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 - 1 of 1 cases with service improvements

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  • 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.

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