Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2025 and 31 March 2026

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.

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London Borough of Hillingdon (25 000 129)

Category: Children's care services Date: 09-Jun-2025

Summary

The Council was at fault in how it dealt with Ms X’s complaint about its adoption service. This caused her frustration and meant she had to pursue her complaint through the wrong procedure unnecessarily. To remedy this injustice, the Council will apologise to Ms X, pay her £250 and begin a stage two investigation under the children’s statutory complaints procedure. It will also issue staff reminders to prevent the fault happening again.

Service improvements

The Council will remind complaints staff they should consider if a complaint related to adoptions comes under the children's statutory complaints procedure. If it does, the Council must use the procedure to investigate the complaint.The Council will remind complaints staff of the limited circumstances under which the Council can make a valid early referral to the Ombudsman under the children's statutory complaints procedure.

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