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 11 - 20 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 (23 018 546)

    Category: Adult care services Date: 15-Nov-2024

    Summary

    Mr and Mrs X complain about delay by the Council in carrying out an assessment for the transition of Mr Y from children to adult care services. The Council is at fault as it delayed in carrying out a transition assessment for Mr Y and wrongly stopped his direct payments. The Council also failed to identify it had responded to Mr and Mrs X’s complaint when they chased for a response. The faults caused distress, uncertainty and avoidable time and trouble to Mr and Mrs X. The fault also caused injustice to Mr Y as he missed the benefit of increased support. The Council has agreed to remedy this injustice by apologising and making a symbolic payment of £1000 to Mr and Mrs X and a symbolic payment of £1000 to Mr Y.

    Service improvements

    By training or other means, share the learning from this complaint with relevant officers. This is to ensure they are aware of the Council’s duty to carry out the transition assessment when it is of significant benefit to the service user, to carry out the assessment within a reasonable timescale and to consider co-ordinating the transition assessment with an EHC plan annual review where applicable.Review its procedures for stopping children’s services direct payments when the service user turns 18 to ensure checks are made to prevent direct payments being ended if an adult care package is not yet in place. This is to prevent a gap in provision between children’s and adult care services.Review its complaint handling procedures to track when complaint responses are sent to the complainant. This is to ensure officers are aware a response has been issued

  • London Borough of Haringey (23 018 436)

    Category: Housing Date: 12-Aug-2024

    Summary

    The Council failed to offer Miss B the next available suitable property, after it agreed to do so following a previous complaint. The Council has agreed to apologise and make a payment to Miss B. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to provide training or guidance to relevant officers on the procedures to follow when an applicant has been selected for a direct let. In particular, it will ensure officers properly consider any bids the applicant makes.

  • London Borough of Haringey (23 016 137)

    Category: Planning Date: 27-Jun-2024

    Summary

    X complained about the Council’s failure to take account of relevant case law before it granted permission for an application to vary plans it had already approved. We found fault because there was no evidence to show the Council considered an objection about a key planning issue. The Council agreed to remedy the injustice caused by the fault and to carry out a review that might help avoid the same fault happening again.

    Service improvements

    The Council failed to provide evidence it had considered an objection by a member to a decision to vary a planning application would be unlawful. The Council has agreed to review what happened and decide whether any changes are necessary to practice and procedure and additional training is necessary. The Council will report the findings of the review its relevant oversight and scrutiny committee.

  • London Borough of Haringey (23 015 730)

    Category: Housing Date: 12-Sep-2024

    Summary

    Miss X complains that the Council delayed in offering suitable temporary accommodation and in dealing with her complaints of disrepair. The Council is at fault as it delayed in assessing the suitability of Miss X’s temporary accommodation and delayed in offering suitable temporary accommodation. The Council has not taken sufficient action to deal with disrepair at Miss X’s temporary accommodation. The faults by the Council have caused distress to Miss X and caused her to live in unsuitable temporary accommodation for longer than necessary. The Council has agreed to remedy the injustice to Miss X by apologising and making a payment of £800 to her for the distress caused.

    Service improvements

    By training or other means, ensure officers notify an applicant of the reasons for findings that do not go in an applicant’s favour in the review decision letter.

  • London Borough of Haringey (23 014 746)

    Category: Children's care services Date: 14-May-2024

    Summary

    Miss X complains the Council has failed to provide the support agreed during the Special Guardianship Order process and has unreasonably rejected her application to the housing register. The Ombudsman finds fault with the Council for how it managed the Special Guardianship process, for failing to provide support, and for how it considered Miss X’s application to the housing register. The Council has agreed to pay Miss X a financial remedy, implement support and carry out service improvements.

    Service improvements

    The Council has agreed to review how it ensures that Special Guardianship Order cases are transferred to the long term kinship team.The Council has agreed to arrange for an interdepartmental meeting to review current internal expectations and agreements. This should be with a view to ensuring that departments have accurate expectations of each other and do not give false expectations to service users about what each department can provide.The Council has agreed to review how it can ensure that it communicates with Social Care service users about expectations of support, and how it can avoid making agreements of support before identifying whether the support is achievable. This should have particular focus on how officers and managers clarify whether support is achievable.The Council will review how the Council will ensure the Housing department are evidencing how and when it is considering exercising discretion on applications to the housing register.The Council will share a copy of the final decision with the relevant social care and housing mangers

  • London Borough of Haringey (23 014 678)

    Category: Adult care services Date: 16-May-2024

    Summary

    The Council was at fault for a delay in finalising Mr B’s financial support. Its social care panel took several months to consider his case, and this caused him a financial injustice, because he continued paying the full cost of his own care for longer than he needed to. The Council’s handling of Mr B’s case also likely caused his son a great deal of uncertainty. It has agreed to make separate remedy payments to Mr B’s estate and to his son, and will set out how it intends to improve its service.

    Service improvements

    The Council has agreed to provide us with an action plan which sets out how, in future, it will avoid similar delays to its panel hearings and similar failures to consider reviews of needs assessments.

  • London Borough of Haringey (23 014 223)

    Category: Adult care services Date: 24-Jun-2024

    Summary

    Mr X complained the Council wrongly charged his mother, Mrs Y, for a period of reablement care which should have been free for up to six weeks. We found fault by the Council for charging Mrs Y for this care. The Council agreed to remove the charges for this period, apologise to Mr X and Mrs Y and make them a symbolic payment in recognition of the avoidable worry and time and trouble caused to them.

    Service improvements

    The Council has agreed to issue a memo reminding officers handling reablement requests of the requirement to provide free reablement care for up to six weeks whether or not there are eligible care needs for ongoing care and support.

  • London Borough of Haringey (23 013 383)

    Category: Adult care services Date: 16-May-2024

    Summary

    Mr X complained about how the Council dealt with issues about a lift at the rear of his property This is his entrance to his home. Mr X said the Council has not resolved the issues and he is unable to independently leave his home because of this. There was fault by the Council. The Council has to date failed to resolve the issues with the lift. This delay has impacted on Mr X’s independence and ability to access the community. Mr X is continuing to suffer significant ongoing injustice. The Council has agreed to apologise, make a financial payment and resolve the issues Mr X faces.

    Service improvements

    Complete an action plan detailing the timeline to confirm when the corrective action will be completed. Ensure there is senior officer oversight of progress to ensure no further delays occur.

  • London Borough of Haringey (23 012 847)

    Category: Adult care services Date: 10-Jun-2024

    Summary

    Miss Y complains about problems during the build of a Disabled Facilities Grant to adapt her house to meet the needs of her children. The Council has already acknowledged and accepted that some aspects of the workmanship was poor, and that Miss Y and her family experienced an unusual amount of disruption. We agree with the Council’s findings but have recommended additional remedy which the Council has agreed to implement.

    Service improvements

    The Council will provide evidence showing the processes it now has in place to ensure greater scrutiny of contractors appointed to complete DFG work.

  • London Borough of Haringey (23 011 217)

    Category: Housing Date: 02-Apr-2024

    Summary

    There was fault by the Council. There has been delay in carrying out a review of Mr X’s housing application banding. There was also delay in dealing with Mr X’s homelessness application and an incorrect sentence in a decision notice. Carrying out the review remedies the injustice to Mr X, along with an apology and a payment.

    Service improvements

    Deliver refresher training to all caseworkers on writing good quality decisions.

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