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 1 - 3 of 3 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 (23 016 587)

    Category: Adult care services Date: 14-Jan-2025

    Summary

    Miss X complained about the Council’s lack of action when she reported serious concerns for her brother, Mr Y. She said there have been significant delays which are ongoing. We find the Council was at fault. This caused significant distress to Miss X and Mr Y. We make several recommendations to address this injustice caused by fault.

    Service improvements

    The Council will remind relevant staff of the need to complete a capacity assessment in situations such as these. The Council should use this case as an example.

  • London Borough of Hillingdon (23 014 816)

    Category: Adult care services Date: 17-Jun-2024

    Summary

    Ms D complained about the way the Council dealt with her father’s care charges after he was discharged from hospital. We found the Council at fault for failing to provide enough information about the care charges before the costs were incurred. The Council will apologise and waive the fees to acknowledge the injustice it caused.

    Service improvements

    The Council will consider whether its current processes include providing meaningful costs information about adult care services at the outset, and unless there is a good reason, before costs are incurred. If they do not, revise this process to ensure reasonably estimated cost information is provided at the earliest stage possible.

  • 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.

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