Service improvements

London Borough of Hounslow

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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Hounslow as a CSV file.

  • London Borough of Hounslow (25 015 782)

    Category: Adult care services Date: 28-Jul-2026

    Summary

    There was fault by the Council. It took too long to complete financial assessments so that Miss X was not clear how much her mother would need to pay towards her care charges before the care started. It did not give information or advice to Miss X about the process or the charges, and did not fully respond to her complaint about this. This caused Miss X distress, frustration and uncertainty. The Council will apologise to Miss X, make a symbolic payment to recognise the impact on her, and remind staff that the care and support plan should include information about the financial assessment and a person’s contribution to their care charges.

    Service improvements

    The Council will remind its staff that the Care Act requires the care and support plan to include a personal budget based on the financial assessment, and that this should set out the amount the person needs to pay towards those charges before the care starts. This should be by way of a staff briefing to all relevant staff.

  • London Borough of Hounslow (25 008 284)

    Category: Adult care services Date: 09-Aug-2026

    Summary

    The Council failed to properly record a referral for a social care needs assessment, delayed carrying out a needs assessment, failed to prepare a care and support plan and failed to review whether the support offered was meeting Mr B’s eligible needs. These failings caused Mr B frustration and distress and left him with uncertainty about whether alternative support could have been identified to meet his assessed needs. The Council has agreed to apologise, make a symbolic payment and complete a care and support plan with Mr B. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to review its processes and remind staff that care and support plans should be completed as required by the Care Act 2014.

  • London Borough of Hounslow (25 007 112)

    Category: Adult care services Date: 27-May-2026

    Summary

    The Council was at fault for overcharging Mr Z for his care and support and for failing to properly consider how much it had overcharged him by. This caused his representative, Ms X, confusion. However, the Council ultimately reimbursed Mr Z more than it had overcharged him by, so the fault did not cause him financial harm. The Council will apologise to Ms X and take action to prevent similar fault in future.

    Service improvements

    The Council will identify why it failed to update a service user's care fees appropriately when it became aware his care package had changed. The Council will consider what steps are necessary to prevent similar fault in future and will tell the Ombudsman when it will complete those steps by.

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