Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2025 and 31 March 2026

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 11 - 12 of 12 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 (24 006 620)

    Category: Housing Date: 30-Apr-2025

    Summary

    Miss X complained the Council failed to deal with her complaint about the suitability of temporary accommodation including failing to advise her of her right to submit a suitability review request. She also complained the Council failed to protect her belongings and says this all caused distress. There was fault in the Council’s failure to advise Miss X of her review rights. It should now offer a suitability review and make a payment for the distress.

    Service improvements

    Remind officers of the importance of ensuring the correct decision letters are sent to ensure all rights of review and appeal are notified.

  • London Borough of Enfield (23 011 272)

    Category: Housing Date: 03-Aug-2025

    Summary

    Miss X complained about the Council’s actions in relation to her housing. We found fault because the Council failed to consider aspects of Miss X’s case in a timely or adequate manner. It also failed to investigate her complaints within the timeframe it should. This caused Miss X avoidable distress and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make a symbolic payment to Miss X, and issue reminders and share guidance with relevant officers.

    Service improvements

    The Council will remind relevant officers and managers of the need to specify how medical information related to housing matters should be shared with it. This will help to ensure service users can do so in a timely and effective manner.The Council will remind relevant officers and managers to comply with their responsibilities under relevant homelessness guidance and legislation. This will help to ensure it fully considers the circumstances of those threatened with homelessness and whether a property is reasonable to occupy.The Council will share the Ombudsman's guidance on the principles of good administrative practice with relevant officers and managers. This will help to ensure that communication and complaint handling are done in a timely and effective manner.

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