Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 14 of 14 cases with service improvements

Export results (CSV)

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

  • London Borough of Hillingdon (23 014 083)

    Category: Housing Date: 25-Nov-2024

    Summary

    Mr X complains about how the Council has responded to his request for a review of his housing register priority banding. He says it has not appropriately considered his medical evidence and failed to respond to his correspondence. He also complains about poor complaints handling. Mr X says this has caused him frustration and distress. We have found fault in the actions of the Council for delay in actioning Mr X’s review request, reviewing and responding to correspondence and responding to his complaint. The Council has agreed to write to Mr X to apologise, pay him a financial payment and complete service improvements.

    Service improvements

    In writing, remind officers of the importance of correctly logging and responding to correspondence.

  • London Borough of Hillingdon (23 013 032)

    Category: Housing Date: 16-Dec-2024

    Summary

    Ms X complained the Council provided unsuitable bed and breakfast accommodation when she was homeless and failed to move her to suitable accommodation once her baby was born. The Council was at fault and Ms X and her baby remained in bed and breakfast accommodation for 25 weeks longer than the legislation allows. The Council will apologise to Ms X and pay her £2,750 to recognise the frustration and distress she was caused.

    Service improvements

    The Council will remind relevant officers of the importance of responding to people’s contact and keeping them updated on a regular basis, particularly where they remain in Bed and Breakfast accommodation beyond six weeks.

  • London Borough of Hillingdon (23 010 952)

    Category: Other Categories Date: 02-May-2024

    Summary

    Mr X complains about the Council’s response to his bin collection complaints and the lack of reasonable adjustments it made for him when he submitted various complaints to it in September 2023. The Council was at fault for lack of clarity and consistency in how it managed Mr X’s reasonable adjustments. This caused Mr X avoidable uncertainty and frustration. The council agreed to our recommendations at the end of this decision on what action the Council will take to remedy the injustice its actions caused Mr X.

    Service improvements

    The Council agreed to remind its staff that deal with complaints that if a resident says they are not managing to access a service, report issues, or communicate with the Council due to a health condition or disability, the Council has a duty under the Equality Act to enquire into the adjustments they are requesting and if they are reasonable, to put them place.

  • London Borough of Hillingdon (23 010 321)

    Category: Adult care services Date: 12-May-2024

    Summary

    The Council’s failure to work in a joined-up way across its repairs and adaptations teams was fault. It should not have closed Ms Y’s adaptations case when it did. The Council has agreed to apologise, write to Ms Y about her adaptations, work with the repairs service, make a payment, and act to improve its services.

    Service improvements

    The Council has agreed to produce guidance or procedures for staff to ensure that when a Council tenant needs works to address disrepair and disabled adaptations, services work in a joined-up way to coordinate works, minimise disruption, and avoid unnecessary expense.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings