Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2022 and 31 March 2023

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 11 cases with service improvements

Export results (CSV)

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

  • London Borough of Haringey (22 010 132)

    Category: Planning Date: 22-Mar-2023

    Summary

    Ms X complains that the Council failed to properly investigate and take action against an unauthorised window in a neighbouring development. The Council is at fault as it let its planning enforcement investigation drift which caused injustice to Ms X. The Council has agreed to remedy Ms X’s injustice by making a payment of £500 to her.

    Service improvements

    By training or otherwise, remind officers of the requirements of the enforcement plan to keep complainants informed of the progress and outcome of investigations.

  • London Borough of Haringey (22 007 171)

    Category: Housing Date: 18-Jan-2023

    Summary

    We found fault by the Council on Mr J’s complaint about how it dealt with the lease renewal for the property it rents from him. It failed to properly communicate with him and also failed to carry out what it said it was going to do. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers of the need to give landlords enough information about the lease renewal process and the reasons for any temporary delay with it.The Council agreed to remind officers of the importance of ensuring action promised in correspondence about lease renewal is carried out.

  • London Borough of Haringey (22 003 918)

    Category: Housing Date: 14-Nov-2022

    Summary

    The Council’s delay providing suitable temporary accommodation by 21 months was fault. The Council was also at fault for how it dealt with issues of disrepair and noise nuisance. The Council has agreed to apologise, pay Ms X £4,500, make ongoing payments of £200 a month until it makes Ms X a suitable offer of accommodation, and take action to improve its service.

    Service improvements

    The Council has agreed to share a copy of this decision with staff in the relevant departments.The Council has agreed to remind relevant staff about which Ombudsman to direct complainants to. It will provide training or guidance and amend any template letters or emails as appropriate.

  • London Borough of Haringey (22 003 901)

    Category: Housing Date: 08-Feb-2023

    Summary

    Miss Y complained the Council did not act on her reports of a Pharaoh Ant infestation in her temporary accommodation and did not consider if the property remains suitable for her and her children to live in. We agreed. The Council has agreed to review the suitability of Miss Y’s accommodation, apologise to her in writing and make a payment in recognition of the injustice caused to her.

    Service improvements

    The Council will issue a memo to officers reminding them that where an applicant asks the Council to reconsider the suitability of their current temporary accommodation because of a change in circumstances, the decision must be put in in writing. This will allow the applicant to use the section 202 review procedure to challenge the Council’s decision if they disagree.

  • London Borough of Haringey (22 002 937)

    Category: Environment and regulation Date: 06-Oct-2022

    Summary

    We found fault by the Council on Mr J’s complaint about it failing to act against a nearby restaurant after making reports of odour and noise nuisance over many years. There were periods of delay and poor communication with Mr J during the Council’s investigation. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to identify why there: were delays amounting to a total of 12 weeks with issuing a notice and telling the complainant what it had done; was a failure to provide regular updates. It will act to ensure these are not repeated on future cases.

  • London Borough of Haringey (21 016 534)

    Category: Housing Date: 06-Feb-2023

    Summary

    Mr X complained about the Council’s handling of his homelessness and housing register applications. The Council was at fault for not properly considering whether Mr X was homeless after he reported domestic abuse, and for a delay in dealing with his housing register application and his request for a review of the housing register decision. The Council should apologise, pay him £150 for the uncertainty and frustration caused, and provide guidance to relevant staff.

    Service improvements

    The Council will provide guidance or training to relevant staff to ensure they consider whether an applicant may be homeless when they report domestic abuse, record how they consider this, and issue decisions in writing in line with relevant law and guidance.

  • London Borough of Haringey (21 012 875)

    Category: Children's care services Date: 25-May-2022

    Summary

    Mr X complained the Council failed to protect him from abuse and neglect as a child whilst he was in the Council’s care. The Council refused to investigate his complaint, saying the issues were out of time. The Council was at fault as it should have investigated his complaint. Since bringing the complaint to us, the Council has reviewed its decision and decided to open an historic child protection investigation into his complaint. This is an appropriate action. The Council should also make service improvements to help prevent a reoccurrence of the identified fault.

    Service improvements

    The Council will remind relevant officers that they should consider using discretion to investigate late complaints about issues which fall under the Children's statutory complaints procedure.

  • London Borough of Haringey (21 011 712)

    Category: Environment and regulation Date: 10-Apr-2022

    Summary

    Ms X complained the Council incorrectly issued her with a Fixed Penalty Notice (FPN) for fly-tipping. We find the Council’s policy for issuing FPNs is flawed. We recommend the Council apologises to Ms X, cancel the FPN issued to her, rewrite its policy on issuing FPNs and take action to remedy injustice to any other affected parties.

    Service improvements

    Amend policy relating to rubbish left out early to rely on Section 33 of the Local Government Act, not Section 46A.Identify all parties who have been issued a Fixed Penalty Notice in the last 12 months and reassess these based on the new policy.

  • London Borough of Haringey (21 011 508)

    Category: Adult care services Date: 14-Jul-2022

    Summary

    Mr X complains on behalf of Ms Y. He complains about a delay in providing care and support to Ms Y, providing reablement rather than direct payments without agreement from Ms Y and providing a care plan and direct payments which do not meet Ms Y’s needs. The Council is at fault as it delayed in progressing Ms Y’s assessment and did not consult Ms Y when providing reablement and ensure it met her needs. This caused avoidable distress to Ms Y which the Council has agreed to remedy by apologising and making a payment of £300 to Ms Y. The Council will also remind officers of the need to make person centred decisions when offering reablement.

    Service improvements

    By training or other means, ensure officers make a person centred decision when offering reablement by consulting service users on a decision to provide reablement and ensuring specific needs are met by the reablement service.

  • London Borough of Haringey (21 011 244)

    Category: Housing Date: 19-Sep-2022

    Summary

    Ms X complains the Council’s Housing Decision Panel failed to properly assess her housing transfer application. There is no evidence of fault in how the Council considered Ms X’s transfer application. But we found the Council’s housing allocation policy is unclear as it relates to transfer applications based on welfare grounds. We also found the Council used confusing words when it dealt with Ms X’s application and when it communicated with her. This caused Ms X distress, confusion and time and trouble chasing the Council for clarification on her housing case. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to:•by training or other means remind staff of the importance of using the correct words / terms when dealing with housing applications and communicating with applicants•review and ensure its housing allocation policy clearly confirms who and how housing transfer applications on welfare grounds will be dealt with.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings