Service improvements

London Borough of Hackney

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 2 of 2 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 (21 002 382)

    Category: Housing Date: 25-Feb-2022

    Summary

    Ms B complained that the Council has failed to ensure her temporary accommodation is kept in good repair and has failed to move her to alternative accommodation. The Ombudsman found the Council was at fault because it delayed in completing pest control treatment in September 2020 and delayed in completing proofing works to Ms B’s flat. In recognition of the injustice caused, the Council has agreed to apologise to Ms B and make a payment to her.

    Service improvements

    The Council will also issue a reminder to staff clarifying the circumstances in which a complainant should be referred to the HOS or to us.

  • London Borough of Hackney (21 000 713)

    Category: Housing Date: 23-Dec-2021

    Summary

    the Council delayed considering Mr B’s homeless application, failed to follow the homelessness code of guidance and failed to respond to Mr B’s contact. There is no fault in the allocation of interim accommodation to Mr B but fault by the Council meant he could not challenge the suitability of that accommodation. An apology, changes to procedures and payment to Mr B is satisfactory remedy.

    Service improvements

    The Council will draw up a process for managers to follow when a caseworker for homeless applicants is absent from work on a long-term basis.The Council will review what happened with the emails Mr B sent to the Council and draw up an action plan to address the learning from the investigation.

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