Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 3 of 3 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 (23 005 402)

    Category: Benefits and tax Date: 08-Dec-2023

    Summary

    Mr X complained about the Council’s delay in dealing with his housing benefit appeal against its decision of an alleged overpayment owed by Mr X. There was fault by the Council in how it dealt with Mr X’s housing benefit case. The Council was also at fault for its complaint handling and its poor communication with Mr X. This caused injustice to Mr X. The Council will take action to remedy the injustice caused.

    Service improvements

    •provide the Ombudsman with an action plan (with timescales) setting out how the Council will: a)resolve its ongoing technical / system issues b)reduce the current claimants’ appeal application backlogc)continue to deal with claimants’ appeal applications in a timely manner.

  • London Borough of Haringey (22 015 080)

    Category: Benefits and tax Date: 13-Mar-2024

    Summary

    Miss X complained about the Council’s actions in recovering a housing benefit overpayment. There was fault in how the Council communicated with Miss X about the recovery action. It also delayed responding to Miss X’s complaint and failed to consider her request for reasonable adjustments. Although it did not affect the decision to recover the overpayment, fault by the Council caused Miss X avoidable distress, time, and trouble. The Council agreed to apologise, agree reasonable adjustments it will make for Miss X, and pay her a financial remedy. It will also share our decision with, and issue reminders to, relevant staff.

    Service improvements

    The Council agreed to share a copy of our final decision with all staff who work in its benefits, debt management, and complaints teams. It will remind them of the Council’s duties under the Equality Act 2010, including the reasonable adjustment duty.

  • London Borough of Haringey (22 010 542)

    Category: Benefits and tax Date: 06-Jul-2023

    Summary

    Ms X complains about the Council’s actions in recovering a housing benefit overpayment and regarding a claim for a discretionary housing payment. We found fault by the Council and it has agreed the remedy we recommended.

    Service improvements

    The council should provide an action plan stating how it will reduce delays in dealing with discretionary housing payment claims and review requests.

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