Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2026 and 31 March 2027

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 - 1 of 1 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 (25 009 471)

    Category: Adult care services Date: 16-Jun-2026

    Summary

    Miss X complained the Council failed to respond when she told it the care provider was increasing its hourly rate for her sister, Miss Y’s, care. Miss X said Miss Y’s care reduced and the family are in debt. There was fault in the way the Council delayed reviewing and increasing the direct payment amount and complaint handling was poor. This distressed Miss X and Miss Y was placed at risk of harm. The Council agreed to apologise, make a financial payment, take the actions it agreed to to increase the direct payment rate and remove the debt and evidence its service improvements.

    Service improvements

    •Evidence the relevant committee has had oversight of, and considered the progress made against, the actions it said it would take:a) Finalising the implementation of a standardised agency rate for all direct care packages, with planned annual reviews; and b) Strengthening internal guidance to ensure timely escalation where cost changes risk care delivery.•The Council should confirm the ongoing monitoring arrangements against progress.

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