Service improvements

London Borough of Haringey

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 5 of 5 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 (21 003 657)

    Category: Housing Date: 04-Jan-2022

    Summary

    Mrs Y complains the Council was at fault in the way it considered her housing register application and refused her application to join the housing register. We found fault as the Council did not clearly explain her appeal rights against its decision and wrongly listed her as living in a three bedroomed property. So, we have recommended a service improvement to the Council about its decision letters. But the fault did not cause Mrs Y an injustice, so we are completing our investigation.

    Service improvements

    The Council will review its decision letters to Housing Register applicants to clearly advise of any appeal rights they may have and the timescales in which to submit an appeal, as well as including a link to its Housing Allocations policy.

  • London Borough of Haringey (20 013 462)

    Category: Housing Date: 16-Sep-2021

    Summary

    Miss X complained the Council failed to provide her with timely and suitable support after her landlord illegally evicted her. There was no fault in how the council helped Miss X with her complaint of illegal eviction. There was fault with how the Council encouraged Miss X to withdraw her application when considering her homelessness, however this did not cause Miss X a significant injustice. The Council agreed to issue reminders to its housing officers to prevent similar fault in future.

    Service improvements

    The Council agreed to remind its housing advice staff that they should not make statements to applicants which imply the Council has decided what action to take, when the Council has not yet made a decision or inappropriately encourage applicants to withdraw homelessness applications.

  • London Borough of Haringey (20 012 749)

    Category: Housing Date: 16-Nov-2021

    Summary

    Miss B complains the Council did not deal properly with a disrepair problem. The Council is at fault because it delayed taking action to resolve Miss B’s problems and did not take account of two complaint letters. Miss B lived without a working boiler for over a year. The Council has agreed to pay Miss B £500 for avoidable distress and review how it handles communications.

    Service improvements

    The Council should review how it handles communications from members of the public and how they are then entered on CRM systems in order to ensure they are properly assessed and actioned and then report back to the Ombudsman regarding its findings and proposed action.

  • London Borough of Haringey (20 008 763)

    Category: Housing Date: 26-Nov-2021

    Summary

    The Ombudsman found fault by the Council on Miss Q’s complaint about it failing to provide her with suitable temporary accommodation. It failed to show an inspection and necessary checks were done before she moved in. It delayed dealing with reports about mould and damp. It also failed to move her to suitable alternative temporary accommodation for 18 months. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to ensure inspections by, or on behalf of, the Council are carried out along with necessary checks of accommodation.The Council agreed to ensure requests for repairs are referred promptly to landlords/management agents and followed up to ensure they are done.The Council agreed to ensure applicants in unsuitable accommodation are found suitable accommodation promptly.

  • London Borough of Haringey (20 006 295)

    Category: Housing Date: 11-Aug-2021

    Summary

    Mr X complains on behalf of Ms Y and Mr Z. He complains that Council is at fault for not awarding band A priority under its housing allocations scheme to Ms Y and Mr Z. There is no evidence of fault in how the Council reached its decision to place Ms Y and Mr Z in band B. The Council failed to respond to Ms Y and Mr Z’s complaint of June 2020 which is fault and this caused frustration to them. The Council will remedy this injustice by apologising to Ms Y and Mr Z.

    Service improvements

    review the circumstances which led to its failure to respond to Ms Y and Mr Z’s complaint of June 2020 to identify why it did not respond and, if necessary, review its procedures to ensure it identifies complaints and responds to them in accordance with its complaints procedure.

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