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 - 4 of 4 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 (22 008 620)

    Category: Housing Date: 09-Mar-2023

    Summary

    Mr X complained the Council delayed in taking action when he requested help to prevent homelessness. This has had a significant impact on his mental and physical health. We find fault by the Council. To address the injustice caused by fault, the Council has agreed to apologise, make a symbolic payment and remind staff of the relevant guidance.

    Service improvements

    The Council should issue written reminders to relevant staff to ensure they are aware of:·The Council’s duties to take into account the location of accommodation, including the proximity and accessibility of the accommodation to medical facilities.

  • London Borough of Newham (22 007 022)

    Category: Housing Date: 31-Jan-2023

    Summary

    Miss X complains the Council has delayed in moving her and her family to suitable temporary accommodation and delayed in dealing with disrepair and failed to deal with her complaints of anti social behaviour. The Council is at fault for delaying in providing Miss X and her family with suitable temporary accommodation. As a result Miss X has lived in unsuitable accommodation for five months and this injustice is ongoing. The Council has agreed to remedy this injustice by making a payment of £750 to her and £150 per month for every month she remains in unsuitable temporary accommodation. The Council is also at fault as it delayed in dealing with disrepair in Miss X’s property but this did not cause significant injustice to her. The Council failed to properly deal with Miss X’s reports of anti social behaviour which caused distress to her. The Council has agreed to remedy this injustice by making a payment of £150 to Miss X.

    Service improvements

    Reviews its procedures for dealing with complaints of anti social behaviour to ensure officers take appropriate action in accordance with the Council’s anti social behaviour policy and ensure it notifies complainants of the action to be taken. The Council should explain to the Ombudsman how it will improve its performance in this area.

  • London Borough of Newham (21 017 670)

    Category: Housing Date: 02-Nov-2022

    Summary

    Miss X complained about how the Council dealt with the long‑term disrepair and management issues at her temporary accommodation. The Council was at fault with how it dealt with Miss X’s concerns. This caused Miss X distress, time and trouble, frustration and she remained in an unsuitable accommodation for longer than she should have. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to:•review and ensure tenants’ license to occupy agreements clearly states/confirms who is responsible to pay the different charges for a temporary accommodation•adopt a procedure of regular reports from its managing agent on how the agent is handling reports of disrepair, so the Council can identify, and if necessary, address, any persistent or long-lasting disrepair issues•explain and provide evidence to the Ombudsman the action(s) it intends to take to improve its performance in this area.

  • London Borough of Newham (21 013 935)

    Category: Housing Date: 30-Aug-2022

    Summary

    Mr X complains the Council did not follow the correct process when dealing with his Right to Buy application. We have concluded our investigation having made a finding of fault by the Council. There was no basis for the Council to have cancelled Mr X and Ms Y’s Right to Buy application in these circumstances and the Council has agreed to the recommendations we proposed.

    Service improvements

    c) The Council will explain what it will do to ensure it is only requesting information necessary to determine the eligibility of applicants. The information the Council requests should be proportionate and in line with legislation and guidance on the matter. The Council should amend any internal guidance to reflect this.d) The Council will undertake a review to determine whether any other applications have been closed in similar circumstances; it will provide its findings to the Ombudsman. The Council will explain what action it will take with any applications it finds were wrongly closed.

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