Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 005 849)

    Category: Housing Date: 18-Jan-2024

    Summary

    Ms B complained that the Council had failed to find her and her daughter suitable temporary accommodation since 29 November 2022 when they had been living in bed and breakfast (B&B) accommodation for six weeks. It had only made her one offer of accommodation at very short notice, 250 miles away and failed to review the suitability of that offer. We found fault with the Council’s actions. The Council has agreed to find alternative accommodation for Ms B, pay her £5000 for the time she has spent in B&B accommodation and improve its procedures for the future.

    Service improvements

    The Council has agreed to produce a published policy or procedure explaining how the transfer list works, including the criteria for being placed on the list, the criteria for priority within the list and how temporary accommodation is allocated within the list.The Council has agreed to carry out a review of its procurement of temporary accommodation and identify ways of increasing the supply of different types of temporary accommodation suitable for families.The Council has agreed to review the way in which it makes offers of out-of-borough accommodation to ensure sufficient time is allowed to consider the offer and that sufficient reasons are given as to why the Council considers the offer is suitable.

  • London Borough of Enfield (23 004 670)

    Category: Housing Date: 02-Jan-2024

    Summary

    Miss K complained about the Council’s handling of her homeless applications since late 2022. We found the Council failed to properly consider her application and provide her with interim accommodation when she was at risk or threatened with violence. It also caused delays in its complaints handling. There was no fault in the Council’s handling of her homeless application since February 2023. The Council will apologise to Miss K and make payment to acknowledge the injustice this caused her and her family.

    Service improvements

    The Council will provide training to its housing officers responsible for considering homeless applications. This is to ensure all officers have a clear understanding of its duties under the Housing Act 1996 and the Homelessness Code of Guidance in circumstances where an applicant may be at risk or threatened with violence.The Council will remind its officers and managers responsible for responding to complaints to adhere to the Council’s Complaints Policy. This is to ensure it respond to complaints within agreed timescales, it keeps complainants informed if there are delays in the process and provides a new date for when its respond will be received.

  • London Borough of Enfield (22 009 435)

    Category: Housing Date: 20-Apr-2023

    Summary

    Mr X complained about the Council’s lack of support when he became homeless. The Council was at fault for failing to review its decision to end its housing duty and for poor record keeping in relation to the storage and collection of his belongings. The Council will apologise and pay him £100 for the distress and uncertainty in relation to the loss of his belongings and give guidance to staff.

    Service improvements

    The Council will remind staff about the need to keep a record of advice given about the storage of belongings and arrangements for collection, the items stored and the date of disposal for people leaving interim accommodation.The Council will remind staff about the duty to carry out a review when one is requested following a Council decision to end its housing duty.

  • London Borough of Enfield (22 007 321)

    Category: Housing Date: 13-Feb-2024

    Summary

    The Council failed to provide Mrs B with suitable accommodation when she was homeless. It also failed to review Mrs B’s housing priority when it introduced a new housing allocations scheme, which prevented Mrs B from being able to bid for social housing. The Council has agreed to apologise and make a payment to Mrs B. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to review the way it records the allocation of temporary accommodation to ensure it can evidence that it has been allocated fairly in accordance with its procedures.

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