Service improvements

London Borough of Haringey

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 11 - 17 of 17 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 (22 014 459)

    Category: Housing Date: 06-Jul-2023

    Summary

    Miss X complained the Council did not fairly assess her banding and bedroom needs when she sought a review. We find the Council was at fault for failing to consider all relevant evidence and follow its policy. The Council will apologise for the injustice caused, carry out a new review and carry out service improvements to prevent the fault reoccurring.

    Service improvements

    The Council will remind staff to give proper scrutiny to any relevant supporting evidence and explain their reasons for not relying on evidence where they decide not to.

  • London Borough of Haringey (22 012 788)

    Category: Environment and regulation Date: 27-Apr-2023

    Summary

    Ms C complained the Council failed to take sufficient action to help tackle disturbance she is caused by a neighbour in an adjacent flat. This followed the Council having agreed in April 2022 to undertake a review of the case following an earlier investigation by this office. We upheld the complaint, finding fault in how the Council carried out aspects of the review. We found this caused Ms C further avoidable distress. The Council accepts these findings. At the end of this statement, we set out the actions it has agreed to remedy this injustice.

    Service improvements

    The Council agreed that it would update its website to include information on what legal powers are potentially available to it to tackle anti-social behaviour.

  • London Borough of Haringey (22 012 079)

    Category: Adult care services Date: 06-Jul-2023

    Summary

    Ms X complained on behalf of her son, Mr Y, that Mr Y’s care provider, the National Autistic Society, failed to properly support him and manage his behaviour. She said her concerns about Mr Y’s escalating behaviour were ignored. The Council was at fault for failing to ensure it retained proper oversight of Mr Y’s care and support.

    Service improvements

    The Council agreed to remind staff in its adult care services about the importance of record keeping and ensuring proper oversight when using third party care providers.The Council agreed to follow up with the National Autistic Society to ensure it has plans in place to support residents who enter the criminal justice system.

  • London Borough of Haringey (22 011 300)

    Category: Children's care services Date: 23-Jul-2023

    Summary

    The Council failed to properly investigate Mr B’s complaints about his family’s involvement with children’s social care services. The Council has agreed to apologise, make a payment to Mr B and start a new stage two statutory complaint investigation without delay. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to review its procedures for dealing with complaints to ensure that, in future, it:•Decides from the outset whether a complaint should be considered under the statutory complaints procedure or through an alternative procedure.•Recognises that complaints about decisions to initiate care and supervision orders, and about the accuracy or quality of social work information which has gone to court, do fall within the statutory complaints procedure. •Does not switch complaint procedures part-way through. If a council accepts a complaint under the statutory complaints procedure it should complete this to the complainant’s satisfaction.

  • London Borough of Haringey (22 010 542)

    Category: Benefits and tax Date: 06-Jul-2023

    Summary

    Ms X complains about the Council’s actions in recovering a housing benefit overpayment and regarding a claim for a discretionary housing payment. We found fault by the Council and it has agreed the remedy we recommended.

    Service improvements

    The council should provide an action plan stating how it will reduce delays in dealing with discretionary housing payment claims and review requests.

  • London Borough of Haringey (22 010 351)

    Category: Adult care services Date: 29-May-2023

    Summary

    Housing and adult social care failed to work together to assess the needs of an elderly woman with health problems who was homeless. The departments failed to carry out appropriate housing and social care assessments within a reasonable timeframe or issue written decisions. This caused avoidable distress, time and trouble and a loss of reablement care. The Council will apologise, make symbolic payments, provide housing advice and introduce procedures for joint working between housing and adult social care.

    Service improvements

    The Council will devise written procedures for co-operation between its housing and adult social care departments.

  • London Borough of Haringey (22 005 648)

    Category: Housing Date: 01-May-2023

    Summary

    The Council wrongly prevented Miss B from bidding for properties on its housing register and made direct offers of properties which were unsuitable. It also failed to carry out a medical assessment after Miss B said that she was disabled and her accommodation was unsuitable for her needs. The Council has agreed to apologise, make a payment to Miss B, offer Miss B the next available suitable property and take action to prevent similar failings in future.

    Service improvements

    The Council has agreed to review its record-keeping to ensure it keeps complete records of all contact, action and decisions on housing applicant’s files.The Council has agreed to review its procedures to ensure that tenants waiting for a direct offer are regularly updated, and are not prevented from bidding without good cause.

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