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 - 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 (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.

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