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 - 2 of 2 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 (24 002 314)

    Category: Children's care services Date: 11-Nov-2024

    Summary

    Miss X complained to the Council about its actions when she was in its care as a child and as a care leaver. We found that the Council was at fault for not agreeing to investigate the complaints under the statutory Children Act 1989 complaints’ procedures. The Council has now agreed to start a statutory investigation at stage two without delay. We have therefore completed our investigation and are closing the complaint.

    Service improvements

    the Council will issue guidance to complaint staff to ensure that they understand the discretion under the Children Act complaints procedure to investigate historic complaints out of time and that they must show how they have considered this discretion.

  • 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.

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