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 13 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 (24 008 874)

    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 (24 003 176)

    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 (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 (23 014 678)

    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 (23 009 571)

    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.

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