Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 6 of 6 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 (24 021 776)

    Category: Adult care services Date: 03-Dec-2025

    Summary

    Miss X complains the Council failed to arrange a day centre placement for her son, Mr Y. She also complains about the Council’s poor communication. The Council failed to arrange a day centre placement for Mr Y after it was approved in April 2024 until March 2025. It then provided a reduced number of days. This is fault. The Council failed to properly communicate with Miss X. This also amounts to fault. The delays caused distress and frustration and Mr Y missed out on a day centre placement for nearly a year. The Council agreed to apologise to Miss X and Mr Y and make payments to recognise the distress and harm caused and loss of provision.

    Service improvements

    • Review the Council’s handover process for when relevant staff leave or change. Ensure relevant staff are properly updated on cases and any outstanding actions to be taken to ensure continuity.• Review its process for sourcing and arranging transport for service users.• Remind relevant staff of the importance in provide updates to service users/relatives, particularly when there are ongoing delays.

  • London Borough of Haringey (24 014 802)

    Category: Adult care services Date: 06-Jul-2025

    Summary

    Mrs X complained on behalf of a family member, Mr Y. Mrs X complained the Council wanted to move Mr Y without a proper assessment of his needs or a risk assessment. She also complained communication from the Council was poor. Mrs X said this caused her and Mr Y distress and uncertainty. There was fault in the way the Council did not assess, or risk assess, Mr Y’s case before attempting to move him to a cheaper placement. This fault frustrated and distressed Mrs X. The Council should apologise, make a financial payment and issue guidance to its staff.

    Service improvements

    •Remind relevant staff the Council cannot apply blanket cost policy when considering placements and must have genuine alternatives to offer.•Remind staff of the need to involve service users, and their representatives, when it proposes to make significant adjustments to their care support.

  • London Borough of Haringey (24 008 108)

    Category: Adult care services Date: 22-Jan-2026

    Summary

    Ms Y complained about the Council’s support for her late son, Z, and the standard of support by the service provider the Council commissioned to deliver Z’s support. We have found fault causing injustice by the Council in failing to: properly monitor the service provider’s support for Z and take effective action to address this; and ensure there was an appropriate plan in place to respond to concerns about Z’s safety. We have also found fault with the service provider in the way it delivered Z’s support. The Council has agreed to remedy this injustice by apologising to Ms Y for the extreme distress caused, making a payment to recognise this distress, and a service improvement.

    Service improvements

    The Council has agreed to share the learning from this case with the relevant teams;The Council has agreed to provide us with an action plan showinghow it will address its failures to:• properly monitor the service provider’s support for the service userand take effective action to address this; and• ensure, where there are risks to, and concerns about, a service user’s safety, there is an appropriate, agreed plan in place with professionals and others involved with the service user for the action to be taken in response to these concerns.The Council has agreed to send a copy of this action plan to Ms Y.

  • London Borough of Haringey (24 002 836)

    Category: Adult care services Date: 24-Apr-2025

    Summary

    The Council was at fault for failing to make the disabled adaptations Ms X needs in her home. The Council’s decision making was not in line with the law and guidance and it wrongly insisted Ms X must have all the works to her property it thought she needed. As a result, Ms X has spent over a year without access to a downstairs toilet. To remedy this injustice, the Council has agreed to apologise, progress works to Ms X’s home and make payments to her. The Council will also act to improve its services.

    Service improvements

    The Council has agreed to share a copy of this decision with staff in the relevant departments to identify learning from this complaint.The Council has agreed to remind relevant staff that council tenants can apply for a DFG and that the Council’s policy is to use the same process for all adaptations, regardless of tenure. This means the Council must approve works if the legal tests are met.The Council has agreed to remind relevant staff that the tests of “necessary, appropriate, reasonable and practicable” apply to each adaptation separately and provide training or guidance as needed.The Council has agreed to ensure the Council keeps any warning flags, such as “potentially violent”, under regular review and updates all relevant departments where this flag is removed or changed.

  • London Borough of Haringey (23 019 951)

    Category: Adult care services Date: 11-Mar-2026

    Summary

    Ms B complained that the Council failed to properly assess and review her mother’s care plan, and the care plan and care provided did not meet her mother’s needs. The Council also failed to carry out a CHC checklist. We have found fault which led to an injustice. The Council has agreed to apologise, pay a financial remedy and carry out a service improvement.

    Service improvements

    Remind relevant staff of the Council’s duty to carry out a review of a person’s care plan in a timely manner if their needs for care and support have changed. It will provide training or guidance as needed.

  • London Borough of Haringey (23 013 847)

    Category: Adult care services Date: 24-Jul-2025

    Summary

    Mr X complained the Council stopped his son Mr Y’s direct payment and did not manage the transition from childrens to adult social care adequately. We upheld the complaint. The Council did not deal with the transition in line with the Children Act 1989 or Care Act 2014. This meant Mr Y missed out on care and support to which he had a legal entitlement and Mr X lost out on opportunities to have a regular break from his caring role. Both suffered avoidable distress. The Council will apologise, make payments to reflect the injustice and review its services to ensure transition cases are dealt with in a timely manner.

    Service improvements

    The Council will complete a review of procedures in children’s social care services to ensure those children receiving provision under section 17 of the Children Act 1989 who appear to be in need of adult care and support are identified and receive child needs assessments in good time before their eighteenth birthday.The Council will issue a briefing note to relevant staff to ensure services provided under section 17 of the Children Act 1989 do not end at a child’s eighteenth birthday where they are likely to be entitled to adult social care and support and have not yet had an adult social care assessment.

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