Service improvements

London Borough of Hackney

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 1 - 3 of 3 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 (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.

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