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 - 2 of 2 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 (21 000 143)

    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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