Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 4 of 4 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 (22 009 071)

    Category: Housing Date: 08-Feb-2023

    Summary

    Ms X complained the Council did not give enough medical points to her housing register application. She also complained the Council delayed deciding her housing register application and her review request. The Council was not at fault for the medical points awarded for her housing register application. The Council was at fault for poor communication and the delay in issuing Ms X’s housing application and review decisions. The Council will apologise to Ms X, pay her £100 and produce an action plan to avoid reoccurrence of the fault.

    Service improvements

    The Council will provide a plan to show how it intends to reduce delays in dealing with housing applications for medical priority.

  • London Borough of Enfield (22 002 992)

    Category: Housing Date: 27-Oct-2022

    Summary

    We found fault by the Council on Mr J’s complaint about how it left him in unsuitable accommodation after accepting it owed a duty to house him as he was homeless. It accepts it left him in unsuitable accommodation and failed to fully support him during a stay in a hotel. He ended up street homeless for several weeks. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to review why unsuitable accommodation was used for so long.The Council agreed to review what administration and data errors were made.

  • London Borough of Enfield (21 015 033)

    Category: Housing Date: 05-Dec-2022

    Summary

    Miss Y complained about the length of time she and her family have spent on the Council’s housing register waiting for an offer of permanent accommodation. She also complained about a delay by the Council in transferring her to suitable alternative temporary accommodation. We have not propose found fault by the Council in the way it has dealt with Miss Y’s housing application. We have found fault in its delay transferring Miss Y to suitable accommodation, causing her injustice. The Council has agreed to remedy this by apologising, making a payment to Miss Y for the time spent in unsuitable accommodation and providing us with evidence of the service improvements it has made.

    Service improvements

    provide us with details of the new guidance and procedures for managing temporary accommodation transfers it put in place in Summer/Autumn 2021.

  • London Borough of Enfield (21 013 007)

    Category: Housing Date: 25-Aug-2022

    Summary

    Miss A complains the Council has failed to consider important information in her application to the housing register. Miss A says this means the Council has not awarded her the correct points, and she therefore cannot bid. The Ombudsman finds fault with the Council for failing to show reasonable decision-making. The Council has agreed a financial remedy, a reassessment and service improvements.

    Service improvements

    The Council has agreed to review how it considers evidence from applicants and professionalsto ensure all relevant information is considered during the review process forapplications to the housing register.The Council has agreed to ensure that it includes signposting to Ombudsman services in its review decision and complaints handling.

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