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 - 3 of 3 cases with service improvements

Export results (CSV)

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

  • London Borough of Hounslow (23 005 701)

    Category: Housing Date: 03-Sep-2023

    Summary

    Mr X complained about the Council’s delay in assessing his housing register application causing him stress. We will not investigate this complaint because the Council accepted fault and agreed to resolve Mr X’s complaint early by providing a suitable remedy.

    Service improvements

    Create action plan to clear housing register application backlogProvide applicants assessed as band 2 or higher financial remedy

  • London Borough of Hounslow (22 015 672)

    Category: Housing Date: 20-Jun-2023

    Summary

    The Council was at fault in how it considered Mr X’s request to move home due to the risk of domestic abuse. The Council failed to tell Mr X about his statutory review rights and failed to consider whether Mr X was homeless. The Council was also at fault for failing to make reasonable adjustments for Mr X’s disability. The Council has agreed action to remedy the injustice to Mr X and to improve its services.

    Service improvements

    The Council has agreed to provide training or guidance to relevant staff on identifying and making reasonable adjustments for people with disabilities.The Council has agreed to ensure all frontline staff are aware of the low threshold for the duty to make inquiries into homelessness and how to direct such cases to the relevant service.The Council has agreed to ensure all decisions of the Exceptional Needs Panel about priority under the allocations scheme are communicated in writing and set out the right to ask for a review.

  • London Borough of Hounslow (22 009 145)

    Category: Housing Date: 26-Jun-2023

    Summary

    There was fault by the Council. It took too long to process Mr B’s homelessness application and move his young family from a hazardous property to interim accommodation. It did not explain its processes and decisions to Mr B, and it did not handle his complaint properly. The Council’s shortcomings meant that the family lived in a damp and mouldy property for longer than they should have, and were uncertain as to how the Council would help them.

    Service improvements

    The Council will review its practices and guidance to staff on when to refer acomplaint as a service request and when to process this under the complaints procedure, so that complainants can access this. The Council will show how it has communicated this to the relevant staff.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings