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.

Showing 11 - 11 of 11 cases with service improvements

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  • London Borough of Hillingdon (24 008 118)

    Category: Housing Date: 18-May-2025

    Summary

    Ms X complained the Council failed to consider or make reasonable adjustments when she asked it for homelessness support. Ms X also said the Council communicated poorly and failed to offer any advice or help with her housing circumstances. We have found the Council at fault for failing to have regard for its duty to consider and make reasonable adjustments in Ms X’s case. We have also found the Council at fault for its communication and for how it managed Ms X’s homelessness approach. The Council has agreed to apologise to Ms X and pay a financial remedy in recognition of her avoidable distress, frustration and uncertainty. The Council has also agreed to provide guidance to officers and review ways it can improve its procedures.

    Service improvements

    The Council has agreed to share the findings of the Ombudsman's investigation and a copy of our focus report Equal access: Getting it right for people with disabilities with relevant officers. This is to highlight wider examples of faults and good practice concerning reasonable adjustments in service delivery.The Council has agreed to review its current homelessness application procedure to identify ways it could actively consider an applicant's need for reasonable adjustments as part of this procedure. The Council will write to the Ombudsman with its conclusions and details of any changes it proposes to make.

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