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 21 - 25 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 (23 009 571)

    Category: Adult care services Date: 13-Jun-2024

    Summary

    Mr X complained about how the Council dealt with requests for equipment he needed to aid his everyday life and the Council’s communication with him, including its complaint handling. We found fault because the Council failed to adequately communicate with him and consider what other action it could take when equipment was delayed. To remedy the injustice caused by this fault, the Council has agreed to apologise to Mr X, make a payment and review some of its processes.

    Service improvements

    The Council will consider reviewing how it logs and decides on which type of complaint it is being presented with by a resident. This will help to ensure it uses the correct sign off in its initial complaint response and does not offer an escalation route if the type of complaint does not warrant it.The Council will put a process in place to ensure people are not disadvantaged by supplier failure or delay when providing assistance equipment to those who need it. This will help to ensure that equipment is provided in a timely manner.

  • London Borough of Haringey (23 009 270)

    Category: Adult care services Date: 01-May-2024

    Summary

    Mr X complained the Council delayed in providing replacement equipment for his son Mr G’s specialist bed, and delayed in completing adaptations in the bathroom of their house agreed under a disabled facilities grant. The Council delayed in completing the adaptations, and in providing the replacement equipment. The Council will make a symbolic payment to recognise the injustice caused to Mr G and Mr X, and complete the outstanding adaptations.

    Service improvements

    The Council delayed in completing bathroom adaptations agreed under a disabled facilities grant, and in providing the replacement equipment. It failed to keep clear, accurate and complete records which likely contributed to drift and delay. It will remind relevant staff members to keep clear, accurate and comprehensive records, and to ensure there is a clear record of any meeting held.The Council will share the outcome and learning points from the Ombudsman's investigation with relevant staff members including the occupational therapist and adaptation surveyors.

  • London Borough of Haringey (23 007 469)

    Category: Adult care services Date: 06-May-2024

    Summary

    Ms X and Ms Y complained about how the Council dealt with their disabled facilities grant application. There were faults by the Council for its delays with their disabled facilities grant application and for its poor communication with them. This caused injustice to Ms X and Ms Y. The Council will take action to remedy the injustice caused.

    Service improvements

    Provide the Ombudsman with evidence of the following service improvements the Council has put in place to prevent future delays, as mentioned in its responses to Ms X and Ms Y’s complaint:a)recruit additional staffb)review the way specialist adaptations were orderedc)arrange an external provider to carry out OT assessments on its behalf.Share a copy of this decision with staff in the relevant departments to identify lessons learnt from Ms X and Ms Y’s complaint.By training or other means remind relevant staff of the importance of communicating effectively with service users and in a timely manner about their DFG applications and explain the stages of the DFG process.Provide the Ombudsman with an action plan to demonstrate how the Council will prevent significant delays for dealing with DFG applications and completing agreed and suitable adaptations for service users.

  • London Borough of Haringey (23 001 938)

    Category: Adult care services Date: 26-Sep-2024

    Summary

    The Council was at fault for the time taken to complete a care assessment for Ms X and for the way it carried out this assessment. The Council was also at fault for delaying in responding to her complaint about this and for failing to carry out a carers assessment. Ms X had to wait longer than she should have done for an assessment of her care needs and she cannot be sure the Council has properly assessed her care needs. She also does not know whether she is entitled to any support as a carer as the Council did not carry out a carers assessment. To remedy the injustice caused, the Council agreed to carry out some personal remedies, including carrying out a new care assessment for Ms X and a carers assessment and making payments to her for the distress caused. The Council also agreed to carry out a service improvement.

    Service improvements

    Put in place new procedures to ensure that people are kept up to date when they request an assessment of their care needs, and are told of any delays in processing this request.

  • London Borough of Haringey (23 001 282)

    Category: Housing Date: 17-Jul-2024

    Summary

    Miss X complained the Council delayed carrying out repairs at her temporary accommodation and stopped her from bidding on suitable permanent accommodation while waiting for the repairs to be completed. The Council applied the wrong policy and suspended Miss X’s bidding rights which meant she missed out on several properties resulting in her living in unsuitable accommodation for 15 months. A suitable remedy is agreed.

    Service improvements

    Issue guidance to staff to ensure homeless applicants in temporary accommodation are not treated as secure tenants and not prevented from bidding.

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