Service improvements

London Borough of Newham

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 5 of 5 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 (22 010 399)

    Category: Adult care services Date: 17-Mar-2023

    Summary

    Mr X complained the Council failed to correctly consider his application for a Blue Badge. The Council failed to consider Mr X’s application in line with government guidance. The Council will apologise, carry out a new assessment and take action to prevent reoccurrence.

    Service improvements

    The Council has agreed to remind staff of the walking distances for assessment under the Blue Badge scheme local authority guidance (England)The Council will remind staff to provide a full explanation when they decide to refuse a blue badge application. It should explain why the criteria has not been met and how this conclusion was reached.

  • London Borough of Newham (21 017 652)

    Category: Adult care services Date: 04-Nov-2022

    Summary

    Mr Y complains about the Council’s actions in relation to the assessment and support planning for his partner, Ms Y. He also complains about problems with Ms Y’s direct payments. We find fault in all parts of the complaint we have investigated. The Council will apologise, pay £500 and review Ms Y’s case.

    Service improvements

    Remind staff dealing with adult social care complaints of the timescales outlined in the Council’s complaints procedure.

  • London Borough of Newham (21 017 578)

    Category: Adult care services Date: 12-Jul-2022

    Summary

    Mr C complains the Council’s decision to refuse his application for a Freedom Pass is wrong. The Council is at fault for failing to have a written policy about how it assesses people with hearing loss for a Freedom Pass. It is also at fault for failing to provide Mr C proper reasons about why it rejected his application. The Council has agreed to reconsider Mr C’s application and pay him £150 for his time and trouble. The Council has also agreed to have a written policy which people can refer to about its eligibility criteria.

    Service improvements

    provide a written policy about how the Council assesses people with hearing loss for a Freedom Pass so applicants can make an informed decision before applying.

  • London Borough of Newham (21 014 948)

    Category: Adult care services Date: 29-Sep-2022

    Summary

    There was fault by the Council because it did not properly plan Miss K’s transition from Children to Adult Services and how it would arrange and fund her care. There was also fault in its complaint handling as it failed to refer Miss K’s complaint to a stage three review panel in accordance with the statutory complaints process. The Council’s shortcomings caused Miss K and her foster carer distress and frustration. They are also left uncertain that some matters might have been resolved had the Council completed the complaints process. The Council has agreed to take the further action I recommended to remedy the complaint.

    Service improvements

    Review how it operates the statutory childrens complaints process and update internal guidance to reflect any changes needed.Deliver training to relevant staff to ensure the fault does not recur, in particular training on the role of the review panel and when it should refer matters to it.

  • London Borough of Newham (20 012 369)

    Category: Adult care services Date: 20-Apr-2022

    Summary

    Ms Z, on behalf of her mother Ms X, complained about the Council’s action in respect of her finances. There is fault by the Council in failing to start a safeguarding investigation at the appropriate time; delay in progressing a safeguarding investigation and failure to ensure Ms X's needs were met when it suspected her son was financially abusing her. A suitable remedy has been agreed.

    Service improvements

    Ensure staff involved in safeguarding investigations have appropriate training and guidance to ensure investigations are started appropriately and completed without delayEnsure staff in client affairs have appropriate training around Lasting Power of Attorney's and safeguarding to ensure they manage client's finances correctly.

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