Service improvements

London Borough of Hackney

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 - 5 of 5 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Hackney as a CSV file.

  • London Borough of Hackney (22 009 981)

    Category: Education Date: 08-Feb-2023

    Summary

    Miss X complains the Council has unreasonably refused her application for her summer-born child to defer entry to the Reception year group at the school of her choice. As a result, she says her child has been denied the place to which she is entitled. We find fault with the Council for delay and for failing to properly communicate the reasons for refusing the deferral at one school. We have agreed remedies to ensure this does not happen again.

    Service improvements

    The Council should ensure officers know that decision letters need to clearly show the reasons for the decision;

  • London Borough of Hackney (21 017 772)

    Category: Housing Date: 21-Nov-2022

    Summary

    Mr Y complains on behalf of Mr X about the way the Council dealt with his homelessness and housing applications. On the evidence seen so far, we find the Council was at fault in that it delayed in reaching a decision on whether it owed Mr X the main housing duty. It also failed to accept review requests from Mr X in relation to the suitability of his temporary accommodation and its decision on medical priority. We have recommended a remedy for the injustice caused.

    Service improvements

    The Council has also agreed that it will issue a reminder to relevant staff that possible review requests for both homelessness and housing applications contained within complaints should be identified as such and actioned accordingly.

  • London Borough of Hackney (21 017 078)

    Category: Housing Date: 26-Jul-2022

    Summary

    The Council was at fault for failing to provide suitable interim and temporary accommodation when Mr X was homeless. It also failed to protect Mr X’s property. The Council has agreed to apologise, pay Mr X £2,500, and take action to improve its services.

    Service improvements

    The Council has agreed to conduct an inspection of the property to find out if it is suitable as accommodation for homeless applicants.The Council has agreed to remind relevant staff about the duty to protect the property of certain homeless applicants and provide guidance or training to staff and accommodation providers as needed.The Council has agreed to remind staff investigating complaints to review the Council’s ownrecords to test and corroborate information provided by officers and third parties.

  • London Borough of Hackney (21 007 104)

    Category: Benefits and tax Date: 27-Apr-2022

    Summary

    Mr B says the Council told him it had placed his council tax account on hold but then obtained a liability order and referred his debt to the bailiffs and delayed responding to his complaint. There is no evidence the Council told Mr B placing the council tax account on hold would not prevent it securing a liability order and the Council delayed responding to the complaint. An apology and payment to Mr B is satisfactory remedy.

    Service improvements

    The Council has provided evidence to show it has introduced a new complaint handling system which should ensure complaints which involve more than one department are dealt with properly in future.

  • London Borough of Hackney (20 013 913)

    Category: Education Date: 08-May-2022

    Summary

    Ms B says the Council failed to follow the school admissions code by not having in place a policy to remove disadvantage for children of Crown servants. Ms B says the Council processed her son’s school application incorrectly, wrongly required her to begin the education, health and care plan process from the beginning, failed to complete a needs assessment and failed to deal with her complaint properly. The Council failed to notify the allocated school of Ms B’s son’s special educational needs and failed to deal with her complaint properly. There was some fault in consulting on the education, health and care plan but that did not cause Ms B an injustice. There is no fault in the remainder of the complaint. An apology, payment to Ms B and consideration of how to identify children of Crown servants who have special educational needs and notify schools of those needs is satisfactory remedy.

    Service improvements

    The Council will consider how to identify school applications from Crown servants returning to the UK with a child with SEN to ensure those SEN are notified to schools when they are consulted about places.

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