Service improvements

London Borough of Hillingdon

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 - 6 of 6 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 (21 011 741)

    Category: Education Date: 23-Mar-2022

    Summary

    Ms X complained about the Council’s decision on her son’s school transport, resulting in distress to her son and inconvenience to her. We find the Council at fault for not following its published process, but this did not affect the Council’s decision making. We recommend the Council apologise to Ms X for not following its published appeals process and make a payment to recognise the uncertainty caused. We also recommend the Council remind staff dealing with transport appeals of the importance of following its published policy.

    Service improvements

    The Council will remind staff dealing with transport appeals of the importance of following its published process and sending detailed responses at each stage.

  • London Borough of Hillingdon (21 008 096)

    Category: Planning Date: 28-Jan-2022

    Summary

    The Council has acknowledged that it took too long to provide pre-application advice to Mrs B on her proposed planning application. However, the Council failed to consider the additional time and trouble she had been put to in pursuing matters, and it took too long to refund the fee as agreed. In recognition of the frustration it has caused Mrs B, the Council will apologise to her for its further delay and pay her an additional £100. The Council will also submit details of any backlog and any appropriate service improvements to the Ombudsman.

    Service improvements

    Submit details of current waiting times for pre application planning advice.Submit details of how the Council intends to reduce waiting times where there are significant delays.

  • London Borough of Hillingdon (21 005 792)

    Category: Environment and regulation Date: 18-Mar-2022

    Summary

    Mr X complained about the conduct of civil enforcement officers acting on behalf of the Council in April 2021. We cannot say if the civil enforcement officers acted appropriately on the day, however we have found fault with their administrative practice. The Council agreed to remedy the injustice this caused to Mr X.

    Service improvements

    The Council agreed to review its policy about body worn camera footage to ensure it is clear on what interactions the officers should be recording in order to allow the Council to meet the objective of having independent evidence to rely on during customer complaints resolutions.The Council agreed to share any updates to the body warn cameras policy with the civil enforcement agents to ensure they know when and how to record their investigations.

  • London Borough of Hillingdon (21 003 774)

    Category: Housing Date: 14-Mar-2022

    Summary

    Mr Y complains the Council failed to consider his children’s disability-related needs when it refused to allow him to bid on three-bedroom properties. We find the Council at fault. This caused Mr Y distress and he went to time and trouble complaining. To remedy the injustice, the Council has agreed to apologise to Mr Y, make him a payment and review its decision. The Council has also agreed to make several service improvements.

    Service improvements

    The Council has agreed to: circulate guidance to staff on the need to provide clear reasons to applicants on bedroom-entitlement decisions, which explains how it has weighed any conflicting evidence from health professionals involved with the applicant’s family and its own medical advisers. The Council should review any template letters to ensure there are clear directions on when it is necessary for staff to include such reasons; andshare this decision with relevant staff.

  • London Borough of Hillingdon (21 000 143)

    Category: Adult care services Date: 11-Mar-2022

    Summary

    Mr X complained he was not told about the standard charge for care services at the extra care housing accommodation where he lives. The Council was at fault as it failed to explain the standard care charges associated with extra care housing when Mr X moved in. The Council has agreed to waive the charges and assist Mr X to move should he wish to do so. It has agreed to ensure prospective tenants are provided with information about the service charges associated with extra care housing.

    Service improvements

    The Council will ensure that service charges for living in extra care housing are explained to potential tenants and information is provided in writing to them about the charges before they move in.

  • London Borough of Hillingdon (20 003 958)

    Category: Adult care services Date: 14-Jan-2022

    Summary

    The Council’s delay approving a Disabled Facilities Grant is fault. The Council has agreed to apologise, pay £2,300, and take action to improve its services.

    Service improvements

    The Council has agreed to share acopy of this decision with relevant staff.The Council has agreed to provide guidance to DFG applicants at the outset explaining the process and likely timescales.The Council has agreed when a major adaptation is required, to remind relevant staff to considerwhether any works can be done more quickly as a minor adaptation and whether anyother interim help is necessary.The Council has agreed to remind relevant staff that decision to approve or refuse a grant should becommunicated to applicants in writing.

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