Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 10 of 25 cases with service improvements

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

  • London Borough of Haringey (24 012 725)

    Category: Transport and highways Date: 21-Feb-2025

    Summary

    We upheld Mr X’s complaint about the Council’s communication about a Penalty Charge Notice. This caused avoidable confusion, frustration and a missed opportunity to appeal or pay a reduced fee. The Council will make a payment, apologise and reissue a letter which will allow Mr X to appeal to the London Tribunal.

    Service improvements

    The Council will remind officers that they can always correspond about a Penalty Charge Notice at any stage and there is discretion to cancel a Penalty Charge Notice, where appropriate.

  • London Borough of Haringey (24 009 764)

    Category: Environment and regulation Date: 31-Mar-2025

    Summary

    Miss F complained the Council did not take effective action to resolve anti-social behaviour she was experiencing from a neighbouring property. The Council was at fault, because it misunderstood its legal jurisdiction on several relevant points, which caused uncertainty. The Council should apologise and offer to pay Miss F a financial remedy to reflect this, and implement improvements to its service.

    Service improvements

    the Council has agreed to circulate guidance to relevant staff, to highlight that officers do not need to witness a nuisance in person to substantiate that it amounts to a statutory nuisance; andreview and amending its published ASB case review criteria to ensure it is adherent to the law, and circulate a notice to relevant staff to highlight this change.

  • London Borough of Haringey (24 008 874)

    Category: Adult care services Date: 25-Feb-2025

    Summary

    Mrs Z complained about the Council’s failure to ensure Mr X had somebody to take decisions about his welfare and finances. We found fault with the Council for delaying a Mental Capacity assessment for the complainant (Mr X) and for not acting to appoint a person who could take decisions about Mr X’s welfare and finances. The Council’s failings caused injustice to Mr X. The Council agreed to apologise to Mr X, to apply for the appointment of a deputy and to carry out some service improvements.

    Service improvements

    The Council will review its record keeping to ensure it consistently records all Mental Capacity assessments carried out for people for whom the Council provides care services.The Council will ensure there is a clear process in place when a person for whom the Council provides care services lacks mental capacity and has nobody to take decisions about their welfare or finances. All social workers and their managers will be trained in this process.

  • London Borough of Haringey (24 006 609)

    Category: Adult care services Date: 20-Mar-2025

    Summary

    Miss X complained the Council reduced Mr Y’s package of care without properly considering his needs. She said the Council delayed providing adequate care meaning Mr Y’s mother, Ms Z, had to delay surgery causing her pain and distress. Miss X said the Council’s reduced package of care would not meet Mr Y’s needs and place him at risk. There was fault in the way the Council delayed making decisions and did not follow the complaint process. This fault frustrated Ms Z and Miss X was put to time and trouble to complain. The Council will apologise, make a financial payment and remind staff of the importance of effective complaint handling.

    Service improvements

    Remind relevant staff of the importance of effective complaint handling.

  • London Borough of Haringey (24 006 498)

    Category: Adult care services Date: 22-Jan-2025

    Summary

    Ms X complained about how the Council took over management of her relative, Mr W’s finances. The Council was at fault for delay in chasing up the Department for Work and Pensions’ response to its application to become Mr W's financial appointee. It was also at fault for failing to act when it became aware there were issues with the application and for poor communication with Mr W’s mother, Mrs Y. This caused Mrs Y significant uncertainty and upset but did not cause Mr W an injustice. To remedy Mrs Y’s injustice, the Council will apologise and pay her £350. The Council will also identify what steps it will take to prevent similar fault in future.

    Service improvements

    The Council was at fault for delay in chasing up the Department for Work and Pensions' (DWP) response to its application to become the financial appointee; for failing to act when it became aware there were isues with the application; and for poor communication with the previous financial representative.The Council will explore why such significant periods of time elapsed before it chased the DWP for a response to its application to become responsible for the benefits payments. It will also explore why it failed to identify and act on the issues with its application to the DWP. The Council will identify what steps it needs to take to prevent similar fault in future and send the Ombudsman an action plan setting out what those steps are and when it will complete them by.

  • London Borough of Haringey (24 005 438)

    Category: Housing Date: 20-Feb-2025

    Summary

    Mr X complained the Council did not complete a review of its decision on his housing allocations banding, which he requested in August 2023. The Council was at fault. It will complete the review and tell Mr X of the outcome, and pay him £300 to recognise the frustration and uncertainty he has been caused by the 15-month delay.

    Service improvements

    The Council was at fault for not completing a review of its decision on a housing allocations banding. The Council will remind relevant staff to keep people informed where it is likely to, or has, missed a deadline it has set for itself to complete an action as a result of a complaint.The Council identified other people who have also been affected by the delay in completing council housing allocation review requests. The Council will provide the Ombudsman with an update on its progress clearing the backlog of the review requests.

  • London Borough of Haringey (24 003 972)

    Category: Housing Date: 11-Dec-2024

    Summary

    The Housing Ombudsman Service (HOS) found service failure by the Council for delay dealing with Ms X's reports of disrepair in her council tenancy. LGSCO found fault by the Council in its assessment of Ms X's medical needs. Both Ombudsmen found fault with the Council's decision making about Ms X's management transfer and for delays in the complaint process. The Council has agreed to remedy the injustice to Ms X and improve its services.

    Service improvements

    The Council has agreed to provide training or guidance to relevant staff on making decisions about medicalpriority and housing needs resulting from medical conditions, using thisdecision as an example and with reference to LGSCO's guidefor practitoners.The Council has agreed to remind relevant staff that the Council has discretion to address overcrowdingas well as risk when approving a management transfer and ensure records showthe Council has considered whether to exercise this discretion.The Council has agreed to amend the decision review process for management transfer applications toensure the Council tells applicants about their statutory review rights, as setout in the Housing Act 1996.

  • London Borough of Haringey (24 003 176)

    Category: Adult care services Date: 27-Jan-2025

    Summary

    Mr X complained the Council failed to reassess the home care package provided to his mother which caused uncertainty about whether it was meeting her needs. We have found fault by the Council in the delay in responding to the reassessment request and in not completing a carers assessment. We consider the agreed action of an apology, symbolic payment and procedural reviews provides a suitable remedy.

    Service improvements

    The Council will issue a reminder to relevant staff of the importance of reviewing care plans in line with the Care Act 2014 and particularly when someone’s needs may be changing rapidly.The Council will review its procedures to ensure care plan review requests are correctly monitored.The Council will review its guidance to care providers about how to respond to changing care needs and how to initiate reviews of care plans as necessary.The Council will review its procedures to ensure that carers assessments are completed in accordance with the statutory guidance.

  • London Borough of Haringey (24 001 174)

    Category: Education Date: 25-Feb-2025

    Summary

    Miss X complained the Council failed to provide educational provision to two of her daughters. She says the Council’s actions caused avoidable stress and anxiety and negatively impacted both daughter’s mental health and education. We found fault by the Council. The Council has agreed to apologise to Miss X and her daughters and provide a financial remedy.

    Service improvements

    Remind staff of the Council’s responsibility to objectively consider the suitability of education arranged by a school for a child who cannot attend because of health problems.Remind staff of the Council’s duty to carry out annual reviews within 12 months of the issue of final Education, Health and Care Plans.Remind staff of the Council’s duty to ensure a child or young person with an Education, Health and Care Plan receives the special educational provision as set out in the plan.Remind staff to adhere to the council’s complaints procedure

  • London Borough of Haringey (24 000 058)

    Category: Housing Date: 28-Feb-2025

    Summary

    Ms X complained she is living in a temporary care home placement. She said she lives outside the area of her home and cannot return as it no longer meets her needs. Ms X said this has impacted her quality of life. There was fault in the way the Council did not complete assessments using up to date information in a timely way. There was also fault with the Council complaint handling. This fault distressed Ms X and caused her uncertainty. The Council should apologise, make a financial payment, issue guidance to its staff and fully assess Ms X’s circumstances.

    Service improvements

    •Remind relevant staff of the importance of effective complaint handling.

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