Service improvements

London Borough of Newham

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 4 of 4 cases with service improvements

Export results (CSV)

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

  • London Borough of Newham (21 003 191)

    Category: Adult care services Date: 25-Jan-2022

    Summary

    Ms C complained the Council delayed providing a care plan for her brother, Mr D. She also says the Council arranged a placement for Mr D without reading the family history. We find the Council was at fault as it delayed authorising Mr D’s care plan and it did not consult with all family members when deciding on a placement for Mr D. It has also delayed reviewing Mr D’s care plan and placement. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff they must: a)Issue customer’s care plans without unnecessary delay. b)Arrange reviews in a timely manner when concerns are raised a care plan is not meeting a customer’s needs.

  • London Borough of Newham (21 001 774)

    Category: Adult care services Date: 10-Dec-2021

    Summary

    Mr X complained the Council discriminated against him by failing to correspond and provide documentation, including his care plan, in large print. Mr X also complains the Council has failed to provide appropriate care under an interim care plan. He states the Council's actions left him with no option but to stop using Council arranged carers, and he has incurred costs in safeguarding himself from carers. The Council’s failure to take account of its duties under the Equality Act and correspond with Mr X in large text from the outset is fault and has caused Mr X an injustice. However, there is no evidence of fault in the way the Council has assessed Mr X’s care needs or investigated his concerns about the care provided or the actions of carers.

    Service improvements

    The Council has also agreed to provide reminders/training to ensure that staff understand the Council’s anticipatory duty to make reasonable adjustments as set out in the Equality Act 2010 and take positive proactive steps to ensure disabled people can access services.

  • London Borough of Newham (21 001 514)

    Category: Adult care services Date: 09-Sep-2021

    Summary

    The Council did not properly consider Mr C’s application to renew his blue badge that he requires due to his medical conditions. Its approach in processing blue badge applications, subject to further assessment, is not in line with guidance. In this case it caused injustice to Mr C in the form of distress by not processing his application correctly. We recommend the Council reconsider Mr C’s application and apologise for its errors.

    Service improvements

    The Council has agreed to deliver training to all its officers processing blue badge applications. This training should consider when to refer a case to an expert assessor.

  • London Borough of Newham (20 014 399)

    Category: Adult care services Date: 30-Nov-2021

    Summary

    Mr C complains about damage caused by a Council contractor. The Council is at fault for failing to refer the matter to its insurers and to update Mr C about his complaint. This has caused Mr C uncertainty and frustration. The Council has agreed to apologise to Mr C and pay him £150. It will also review procedures and advise staff about what steps they should take in future cases of this type.

    Service improvements

    c) review how it processes claims of this type in the future;d) remind staff about keeping complainants updated on the progress oftheir complaint.

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