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 1 - 3 of 3 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 (24 006 067)

    Category: Adult care services Date: 17-Dec-2024

    Summary

    Ms C complains the Council has failed to renew her Blue Badge application. The Council is at fault for delay, and failing to provide proper reasons for rejecting Ms C’s review. This has caused Ms C uncertainty about whether the Council has properly considered her review request and her time and trouble in escalating her complaint. To remedy the complaint the Council has agreed to apologise to Ms C, and make service improvements.

    Service improvements

    The Council will:-a) review the Council’s policy on how it considers people who have hidden disabilities but can go out if accompanied to ensure it is in line with DfT guidance and the Council is not fettering its discretion;b) review procedures to ensure appeal outcomes are properly reasoned; andc) review why there was a delay in dealing with the appeal and produce a plan about how it intends to reduce future delay.

  • London Borough of Newham (24 005 745)

    Category: Adult care services Date: 27-Mar-2025

    Summary

    Mr X complained the Council had failed to tell him his aunt (Miss Y) would be liable for some of the costs of residential care arranged for her by the Council. We found fault with the Council for not providing Mr X with enough information about charging for Miss Y’s residential care services. The Council’s fault caused injustice to Miss Y and Mr X. The Council has agreed to apologise, discuss a payment plan with Mr X and make payments to recognise Miss Y’s and Mr X’s distress. The Council has also agreed to carry out some service improvements.

    Service improvements

    The Council will review what information about financial assessments and charging it should give to its residents during their six weeks of intermediate care. The Council will ensure that social workers, as part of the process, explain how residents’ finances will be assessed and what the residents can expect to be charged for. They will also provide relevant written information.

  • London Borough of Newham (23 019 061)

    Category: Adult care services Date: 25-Sep-2024

    Summary

    Ms D complained how the Council, and the care provider it commissioned, handled matters when her brother’s bathroom required major repairs. She also complained the Council delayed carrying out a review of her brother’s care and support plan. We find fault with how the care provider handled the repair issues. We also find the Council was at fault for its delay in carrying out a review of the care and support plan. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they are aware they must review a service user’s care and support plan every 12 months.

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