Service improvements

London Borough of Hackney

Showing service improvements between 1 April 2021 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 1 - 8 of 8 cases with service improvements

Export results (CSV)

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

  • London Borough of Hackney (25 006 991)

    Category: Adult care services Date: 01-Dec-2025

    Summary

    Mr C complains the Council and Trust failed to provide him with suitable care, respond to calls, and support him with his direct payments. We will not investigate the complaint as some of the complaints are late. The Council has acted to remedy other complaints and complete a new review. Further investigation by us would therefore not be proportionate.

    Service improvements

    Remind staff by way of staff circular, team meetings or supervisions about what to include in care reviews.

  • London Borough of Hackney (24 015 097)

    Category: Adult care services Date: 12-Aug-2025

    Summary

    Mr B complained on behalf of his partner, Mr C, that they experienced persistent problems with the Council’s contractor undertaking minor adaptations needed by Mr C. We upheld the complaint, finding poor customer service by the contractor and faults by the Council in its practice. We considered these caused avoidable distress, which was an injustice to both Mr B and Mr C. The Council accepted these findings and at the end of this statement we set out the action it has agreed to remedy that injustice and improve its service.

    Service improvements

    The Council agreed that it would brief its occupational therapy services on the importance of aiming to avoid closing referrals, where a need for minor adaptations remains outstanding. The Council had closed a referral without notifying the complainant, despite knowing they had an unmet need for an adaptation. This was on the understanding they did not want to pursue it, which was not the case. The Council will therefore introduce a practice to give a reminder to users of services if waiting for them to confirm their intention and / or put in writing if it is closing a referral where the need remains unmet.

  • London Borough of Hackney (23 011 262)

    Category: Adult care services Date: 10-Aug-2025

    Summary

    Mrs B complained about the failure to properly consider her brother, Mr C’s needs before placing him in a care placement, failed to ensure the placement acted appropriately when transferring him to hospital, failed to ensure the care provider put in place support for him, failed to communicate properly with her and delayed responding to her complaint. Mrs B says the failures caused her significant distress. There is no evidence of fault in how the Council considered care placements for Mr C before he moved in to a placement. The Council failed to identify a new placement when Mr C needed to move from that placement and delayed dealing with the complaint. The care provider acting on behalf of the Council failed to include Mr C in the assessment, failed to follow the transition plan and failed to follow the care plan. An apology, payment to Mrs B, a review and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will review what happened in this case in terms of identifying a new care provider following the incident in August 2022 to identify any procedural issues that can be addressed to ensure the same situation does not occur for other service users in future.The Council will remind officers working in adult social care of the need to provide advocates and family members with sufficient notice of meetings, where possible.The Council will remind officers dealing with complaints about:a) the need to ensure the Council complies with the published complaint timescales;b) the need to keep those that have complained up to date when delays occur.

  • London Borough of Hackney (24 000 618)

    Category: Adult care services Date: 10-Jan-2025

    Summary

    There was no fault by the Council when it decided not to progress with a safeguarding enquiry when Mrs B fell. There was fault, however, when the Council took too long to review Mrs B’s care needs as intended, and took too long to deal with the complaint made on her behalf about this. The Council’s shortcomings caused both Mrs B and her family distress, frustration and uncertainty. It has agreed to take action to remedy this.

    Service improvements

    The Council will share this decision with relevant Adult Social Care staff and complaint handling staff and remind them of the importance of dealing with care need reviews, and complaints in good time, and the importance of good communication.

  • London Borough of Hackney (23 001 350)

    Category: Adult care services Date: 11-Sep-2023

    Summary

    Miss C complained that the Council moved her mother, Mrs E back to a flat without care or support and without carrying out the proper assessments or informing Miss C. Mrs E was found in the property shortly afterwards having fallen and been on the ground for some time. The flat was without heating, hot water, food or bedding. Mrs E was admitted to hospital and Miss C experienced significant distress and inconvenience in trying to resolve the matter. We have found the Council was at fault for moving Mrs E without carrying out a care needs assessment or a mental capacity assessment, for a lack of management oversight and for failing to involve or inform Miss C in the decision. The Council has agreed to apologise to Miss C, pay her some money and improve its procedures for the future.

    Service improvements

    The Council has agreed to review its discharge procedures to ensure that no service user is moved out of interim accommodation or hospital until the appropriate assessments have been completed and signed off by a senior member of staff.The Council has agreed to remind staff of the importance of involving family members in assessments and discharge planning.The Council has agreed to remind staff that where there are concerns about consent and/or capacity that further advice is obtained about carrying out an MCA over a period of time and/or making a best interests decision.

  • London Borough of Hackney (23 000 583)

    Category: Adult care services Date: 27-Feb-2024

    Summary

    Miss B complained that the Council had failed to properly consider her application for disability-related expenditure (DRE) in line with the Care Act guidance and the law and delayed in considering her appeal and complaint about the decisions. We found fault with the Council’s approach. The Council has now agreed to include the disputed items as DRE. It has also agreed to pay Miss B £250 and review its procedures for the future.

    Service improvements

    The Council has agreed to review its Disability Related Expenditure (DRE) policy to ensure it is not operating a blanket approach in respect of exercise or other health costs and is not wrongly relying on section 22 of the Care Act 2014 to refuse expenses as DRE.

  • London Borough of Hackney (22 018 021)

    Category: Adult care services Date: 14-Sep-2023

    Summary

    Mrs X complained the Council had not paid her the correct amount for her role as a Shared Lives carer. The Council has admitted fault and agreed Mrs X should be paid the amount she is claiming. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mrs X and carry out its suggested actions of streamlining some of its processes.

    Service improvements

    The Council will streamline its processes when a review or reassessment of a shared lives carers' agreement is required. Creating a centralised form will help to ensure a record is more easily available for liaison between relevant teams.

  • London Borough of Hackney (22 004 688)

    Category: Adult care services Date: 21-Feb-2024

    Summary

    We uphold Ms Y’s complaint about the care and treatment of her sister, Ms X. We found fault by the Care Home in the care it provided to Ms X’s and its record keeping. We also found fault in the way the Mental Health Trust communicated with Ms Y. This meant Ms X did not always receive the care she was entitled to. Ms Y has also been caused distress, frustration and uncertainty. We recommend the Care Home and the Mental Health Trust apologise to Ms Y. The Care Home will also pay Ms Y £200.

    Service improvements

    Within one month of my final decision, the Care Home will:explainwhat action it has taken to date, or will take, to ensure it has appropriateguidance in place for care staff on maintaining “complete, legible, indelible,accurate and up to date” records in keeping with the Regulations.Within one month of my final decision, the Care Home will: explainwhat action it will take to ensure the Care Home has appropriate guidance inplace for care staff to provide continence care in line with a person’s careplan.I would have asked the Mental Health Trust toexplain what action it has taken to date, or will take, to ensure staffproperly involve relatives and carers, including attorneys, in decisions abouta person’s care and best interests. However, the Mental Health Trust is unableto make such changes as it is no longer responsible for the CHAT team. Instead,the Mental Health Team will:Sharethe final decision with the relevant Trust so it can consider whether anylearning points can be taken from the identified fault.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings