Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 5 of 5 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 (22 003 847)

    Category: Housing Date: 31-Jan-2023

    Summary

    the Council was at fault in the way it managed Mr W’s needs as a vulnerable homeless man with unmet social care needs. This caused injustice because it prolonged his stay in emergency hostel accommodation and delayed the provision of practical support to meet his care needs. The Council has accepted my findings and agreed to provide a suitable remedy.

    Service improvements

    Review joint working arrangements and liaison between housing and social care officers who work with vulnerable homeless clients with social care needs to eliminate the delays and blockages which occurred in this case and which had a significant impact on Mr W’s wellbeing.

  • London Borough of Hillingdon (22 003 135)

    Category: Housing Date: 09-Jan-2023

    Summary

    Miss B complained the Council did not rehouse her and her child when they were threatened with eviction and did not provide suitable accommodation when they became homeless. Miss B said this caused her stress and anxiety. The Council was at fault for delays accepting the prevention, relief, and main housing duties; writing and sharing Miss B’s personal housing plan; offering her interim accommodation; and updating her. These delays raised Miss B’s expectations, caused distress and uncertainty, and led to lost opportunities. The Council will make a financial payment to remedy the injustice caused to Miss B and make service improvements.

    Service improvements

    Provide staff training on the Council’s homelessness duties. This should include the prevention, relief and main housing duties, what is required at each stage and timescales.Remind staff the code of guidance says councils should not consider it reasonable for homeless applicants to remain in a private tenancy up until the date the court issues a warrant for possession.Review its procedure for contacting people about their homelessness applications. Ensure the Council responds promptly to requests for contact and keeps people up-to-date.

  • London Borough of Hillingdon (22 001 996)

    Category: Housing Date: 26-Sep-2022

    Summary

    Mr B complained the Council failed to properly consider its homeless duty and his housing allocation applications. Mr B said this has prevented him applying for housing near to his family, affected his mental and physical health and caused him delay, distress and anxiety. We do not find fault with how the Council considered Mr B’s homeless application. However, we do find fault with how the Council considered Mr B’s housing applications. This caused Mr B uncertainty. The Council has agreed to remedy the injustice caused.

    Service improvements

    The Council will share this decision with staff members dealing with housing allocations to remind them of the need to consider applicants health issues and right of review.

  • London Borough of Hillingdon (21 016 938)

    Category: Housing Date: 29-Sep-2022

    Summary

    Mrs X complained the Council did not properly apply its social housing allocation policy or respond to her communications in good time. There was no fault in how the Council applied its allocation policy. However, there was fault in how the Council communicated with Mrs X which caused avoidable distress. The Council agreed to apologise and pay a financial remedy to Mrs X and review relevant processes.

    Service improvements

    The Council agreed to review its processes for:considering allocation priority evidence from social housing applicants, to ensure relevant staff are aware of the process and expected timescales for completion; andresponding to emails from social housing applicants, to ensure that when staff members are absent or leave the Council’s employment, emails are responded to in good time by other appropriate staff.

  • London Borough of Hillingdon (21 010 308)

    Category: Housing Date: 15-May-2022

    Summary

    Ms X complains that the Council failed to fully consider her daughter, Ms D, and grandson’s medical conditions when handling her daughter’s housing register application. The Ombudsman upholds Ms X’s complaint. To remedy the uncertainty and stress this caused Ms D, the Council has agreed to apologise and make Ms D a payment.

    Service improvements

    Within four weeks of my final decision, the Council has also agreed to share this decision with relevant staff members.

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