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 - 10 of 17 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 (24 023 222)

    Category: Transport and highways Date: 08-Oct-2025

    Summary

    Mr X complained about the Council’s decision to not remove a redundant dropped kerb on his street. He also complained of poor communication and said the Council gave conflicting information about which residents are permitted to park over the dropped kerbs on his street. We have decided not to investigate the Council’s decision not to remove the dropped kerb, as there is no significant injustice to justify doing so. However, we have investigated Mr X’s complaint about the Council’s poor communication. We find the Council at fault. This has caused Mr X frustration, and he has spent time and trouble attempting to seek clarity on the issue. The Council has agreed to apologise to Mr X and issue written reminders to staff.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they provide accurate information to residents who enquire about who can park across dropped kerbs.

  • 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 (24 021 154)

    Category: Education Date: 16-Oct-2025

    Summary

    We upheld a complaint from Ms B that the Council failed to make suitable education provision for her son who has special educational needs. As a result, he experienced a loss of provision and Ms B suffered distress. The Council accepted these findings and agreed actions to remedy these injustices. It also agreed to make a service improvement to prevent a repeat of some of the fault found in this case.

    Service improvements

    The Council agreed that it would brief its Special Educational Needs Caseworkers on the importance of bringing forward reviews of Education, Health and Care Plans where children or young people's circumstances significantly change. For example, where there has been a breakdown of a school placement and the Council cannot secure another placement immediately. The briefing would encourage officers to not only focus on searching for alternative placements, but also encourage them to use reviews as a way of considering how the Council can deliver the education provision set out in a Plan while the child or young person is out of school. This was after this investigation found the Council failed to arrange a review, or make that provision, afterexhaustive searches for an alternative school placement yielded no success.

  • London Borough of Haringey (24 020 955)

    Category: Transport and highways Date: 03-Feb-2026

    Summary

    Mr X complained the Council and its enforcement agents charged him fees they should not have done when his vehicle was removed due to unpaid Penalty Charge Notices. We found fault because Mr X paid two enforcement fees when he should only have been charged for this once. This caused Mr X avoidable distress and frustration. To remedy this injustice, the Council will apologise, refund the fee and issue a reminder to relevant staff and its third-party enforcement agents.

    Service improvements

    The Council will issue guidance to relevant officers and the third-party enforcement agents it employs. This will help to clarify that only one enforcement fee should be charged if enforcing multiple Parking Charge Notices at the same time, in line with the Taking Control of Goods Regulations 2014.

  • London Borough of Haringey (24 019 953)

    Category: Environment and regulation Date: 05-Aug-2025

    Summary

    Mr X complained the Council failed to take sufficient action in response to his complaint about noise and anti-social behaviour from his neighbour’s property. There were faults by the Council with how it dealt with Mr X’s concerns, its poor communication with him and its delays with its complaint handling. This caused injustice to Mr X. The Council will take action to remedy the injustice caused.

    Service improvements

    By training or other means, remind relevant staff of the importance of taking reasonable steps to properly investigate noise disturbance and anti-social behaviour concerns raised by the Council’s service users. Also, ensure the Council’s assessment and investigation into these concerns are completed in a timely manner.Ensure the Council properly communicates with its service users and provide them with sufficient information about how the Council considers and investigates noise disturbance and anti-social behaviour concerns.Provide its service users with clear information about the anti-social behaviour review process in a timely manner should they wish to request the review.Remind relevant staff the importance of adhering to the Council’s complaint process timescales.

  • London Borough of Haringey (24 017 577)

    Category: Housing Date: 09-Jun-2025

    Summary

    Ms X complained the Council failed to decide a housing review request within a reasonable timescale. She says the Council’s actions caused her avoidable distress and led to a deterioration of her mental health. We found fault. The Council has agreed to provide an apology and financial remedy to Ms X and to carry out a new assessment of her housing needs.

    Service improvements

    Provide evidence of the reduced backlog regarding the number of requests for reviews.

  • London Borough of Haringey (24 016 201)

    Category: Children's care services Date: 18-Sep-2025

    Summary

    Ms X complained about how she and her children were treated by the Council’s children’s social care service. We have found that the Council was at fault for a significant delay in its handling of her complaint. This caused her an injustice, which the Council will now take action to address. However, we will not conduct a further investigation of Ms X’s complaint. An independent investigation has already found no fault in most of what the Council did. It is unlikely that further investigation of the same issue would lead to a different outcome for Ms X.

    Service improvements

    The Council will consider the range of people who may be appointed to undertake Stage 2 statutory complaint investigations and inform this office of the actions it will take to expand the pool of investigators and panel members it can call upon to consider statutory complaints.

  • 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 (24 014 544)

    Category: Housing Date: 22-Apr-2025

    Summary

    We will not investigate Mrs X’s complaint about the start date of her housing register application. This is because this complaint is late and there is no good reason why Mrs X could not have come to us sooner. We have upheld Mrs X’s complaint about her priority banding. The Council failed to clearly inform Mrs X it would not reassess her priority banding in response to the additional medical documents she submitted. The Council has agreed to apologise to Mrs X for this lack of communication.

    Service improvements

    o Implement service improvements to ensure staff are reminded not only:· that conducting an assessment is a legal obligation, not a matter ofdiscretion; andensure staff are reminded not only: of the requirement to issue decisions that clearly outline statutory review rights, even in cases where there is no change to the applicant’s banding.

  • London Borough of Haringey (24 012 740)

    Category: Children's care services Date: 03-Jul-2025

    Summary

    Mr X complained about the child safeguarding action the Council carried out involving his child in 2023. There was no fault in how the Council made its decisions during the safeguarding investigation. There was fault in how the Council communicated with Mr X poorly and how it handled its complaint. The Council agreed to apologise, provide Mr X with information it had previously said it would, and issue reminders to its staff.

    Service improvements

    The Council agreed to remind relevant social work staff of the importance of good communication with parents from the outset of child safeguarding concerns and of the information which should be explained to parents in such cases.

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