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 - 1 of 1 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 (21 000 979)

    Category: Environment and regulation Date: 04-Jan-2022

    Summary

    Miss X complained the Council delayed processing her claim to its insurers about damage to the front wall of her home. Miss X lodged her complaint in April 2019 but the Council’s insurers took until August 2021 to provide payment. The Ombudsman found fault through the Council’s delay. The Council agreed to the Ombudsman’s recommendation to apologise to Miss X and pay her £200. The Council also agreed to consider production of a guidance note or procedure for managing insurance claims.

    Service improvements

    Consider production of a guidance note or procedure for managing insurance claims it passes over to its insurance provider. The Council should consider inclusion of guidance on timescales, guidance on obtaining relevant information and evidence, guidance on obtaining updates from the insurance provider and providing updates to the claimant

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