Service improvements

London Borough of Newham

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 14 of 14 cases with service improvements

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

  • London Borough of Newham (23 018 409)

    Category: Children's care services Date: 09-Sep-2024

    Summary

    Ms X complained about the way the Council dealt with her child’s direct payments and that it failed to respond to her about this matter. The Council was at fault for not considering Ms X’s complaint through the statutory children’s complaints procedure. The Council will apologise, make a payment to Ms X for the distress and frustration caused and consider her complaint further.

    Service improvements

    The Council will remind staff dealing with complaints of the importance of following the statutory complaints procedure in relation to section 17 matters.

  • London Borough of Newham (23 013 263)

    Category: Housing Date: 28-Jul-2024

    Summary

    Miss X complains about how the Council dealt with her and her partner’s homelessness application and about the Council placing them in unsuitable interim and temporary accommodation. The Council is at fault as it placed Miss X and Miss Y in unsuitable interim and temporary accommodation. The Council has agreed to remedy the injustice to Miss X and Miss Y by apologising and making symbolic payments to them.

    Service improvements

    Review its procedures for inspecting temporary accommodation before it is let to ensure the Council inspects whether the property has functioning heating and hot water.

  • London Borough of Newham (23 009 231)

    Category: Housing Date: 02-Apr-2024

    Summary

    Ms B complained about how the Council dealt with her housing application and medical assessment. We found fault with the Council’s actions which caused injustice to Ms B. The Council will apologise to Ms B, make a payment to her, offer her a new medical assessment and remind housing staff of the importance of properly explaining decisions in letters.

    Service improvements

    The Council will remind all housing staff dealing with medical assessments of the importance of properly explaining decisions in letters.

  • London Borough of Newham (23 005 821)

    Category: Transport and highways Date: 12-May-2024

    Summary

    Mr X complained the Council failed to make reasonable adjustments to help him challenge a penalty charge notice he received. We found there was fault causing injustice when the Council failed to engage with Mr X about his requests for reasonable adjustments. The Council agreed to cancel the penalty charge notice and pay Mr X a financial remedy.

    Service improvements

    The Council agreed to organise refresher training for its staff about their responsibilities, and the Council’s duties, under the Equality Act.

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