Service improvements

London Borough of Hackney

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 001 244)

    Category: Housing Date: 14-Nov-2023

    Summary

    Miss B complained the Council delayed making a referral to Council 2 to see if it would accept the homelessness duties owed to her. She also complained the Council failed to deal with a mice infestation in her temporary accommodation. Miss B said this caused her distress and impacted her mental health. We found the Council delayed referring Miss B to Council 2 and failed to take effective action to resolve the mice infestation. The Council has agreed to make a payment to Miss B to remedy the injustice caused by its faults.

    Service improvements

    Issue a reminder to relevant staff to ensure they are aware the Council is ultimately responsible for the actions of landlords/agents of temporary accommodation.

  • London Borough of Hackney (22 012 098)

    Category: Housing Date: 16-Apr-2023

    Summary

    The Council has a clear process showing how applicants are accepted onto its direct offer list but follows a random, discretionary process to determine which properties are offered to these applicants. This adds uncertainty in terms of how long someone will wait for a direct offer and information provided about waiting times may not be accurate. The Council has agreed to take action which to better monitor the wait times and make improvements to its service.

    Service improvements

    Write to all applicants currently on the direct offer list advising them of the number of residents on the list with similar bedroom requirements and details of the number of properties of that type it let in the previous year.Produce guidance setting out how it will use its discretion to determine which properties are offered to applicants on the direct offers list.Review how it operates the direct offer waiting list to ensure prioritisation of the list is based on whether the available property meets the specific needs of applicants and, where more than one applicant on the direct offer list matches the property, it will make the offer based on priority band and then band date.Consider whether it is appropriate to include tenants requiring a temporary decant on the direct offer list or whether they should be dealt with separately as management moves.Update the website to include all the appendices for the lettings policy.

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