Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2022 and 31 March 2023

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 11 - 12 of 12 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Hillingdon as a CSV file.

  • London Borough of Hillingdon (21 010 308)

    Category: Housing Date: 15-May-2022

    Summary

    Ms X complains that the Council failed to fully consider her daughter, Ms D, and grandson’s medical conditions when handling her daughter’s housing register application. The Ombudsman upholds Ms X’s complaint. To remedy the uncertainty and stress this caused Ms D, the Council has agreed to apologise and make Ms D a payment.

    Service improvements

    Within four weeks of my final decision, the Council has also agreed to share this decision with relevant staff members.

  • London Borough of Hillingdon (21 009 959)

    Category: Adult care services Date: 04-Apr-2022

    Summary

    Ms X complained the Council refused to carry out kitchen adaptations and delayed carrying out adaptations to the bathroom. There was no fault in the way the Council reached the decision not to adapt Ms X’s kitchen. The Council significantly delayed adapting the bathroom and failed to keep Ms X updated on progress. This caused her avoidable frustration and meant she had to use unsuitable facilities for longer than necessary. The Council has agreed to apologise to Ms X and pay her £750 and to review its procedures.

    Service improvements

    The Council will review its procedures to ensure they contain guidance specifying how and when applicants will be advised of the disabled facilities grant process and are given realistic timescales for this, and are kept updated regarding the progress of the disabled facilities grant.

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