Service improvements

London Borough of Hounslow

Showing service improvements between 1 April 2023 and 31 March 2024

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 Hounslow as a CSV file.

  • London Borough of Hounslow (23 004 731)

    Category: Children's care services Date: 31-Jan-2024

    Summary

    Mr X complained the Council did not properly consider his complaint about the lack of support it provided to him when he inherited a large amount of money from his late father. He also complained the Council delayed investigating his complaint. The Council was at fault. It did not explain to Mr X how it was going to implement the recommendations and it did not address Mr X’s desired outcomes in its investigation process. The Council also delayed investigating Mr X’s complaint by approximately nine months. This caused Mr X distress, frustration and uncertainty. The Council has already apologised to Mr X and offered him a symbolic payment which was appropriate. The Council has not provided supporting evidence it actioned the recommendations made during the investigation. It has agreed to provide us with evidence it has actioned the recommendations. The Council will also share the statutory guidance with staff to prevent a recurrence of fault.

    Service improvements

    The Council will share with relevant staff statutory guidance Getting the best from complaints to ensure:when a complainant has requested desired outcomes of their complaint, they should be addressed as part of the stage two adjudication response;where recommendations have been made at stage two, the adjudication response should set out the Council’s answer to each one; andcomplaints are completed within the statutory timescales.

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