Service improvements

London Borough of Newham

Showing service improvements between 1 April 2025 and 31 March 2026

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 11 - 16 of 16 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 (24 018 863)

    Category: Housing Date: 21-Sep-2025

    Summary

    Mr X complains the Council failed to provide him with interim accommodation when he made a second homelessness application in July 2024. The Council was at fault for ending interim accommodation too early after Mr X made a homelessness application in July 2024. It also delayed in completing his review request. This left Mr X homeless and caused avoidable distress and uncertainty. The Council will apologise, make a financial payment, and remind staff of the correct legal duties.

    Service improvements

    The Council will reminder staff that:•the section 188 interim duty arises on a low “reason to believe” threshold and should continue until the section184 decision is issued, and•section 202 reviews must be completed within eight weeks unless an extension is agreed with the applicant.

  • London Borough of Newham (24 018 246)

    Category: Education Date: 28-Jul-2025

    Summary

    Mr Y complains the Council did not properly consider the application for his child, D, to receive home to school transport. We find procedural fault which, on the balance of probabilities, meant the Council did not provide transport when it should have done. The Council has agreed to make a symbolic payment of £900 in recognition of the education D missed. The Council will also pay £500 in recognition of the avoidable distress caused to Mr Y and his family.

    Service improvements

    The Council will provide refresher guidance to staff involved in SEN school transport decisions and appeals. This could include a briefing paper, circular or evidence of a discussion at a team meeting. The Council should remind staff to ensure that all relevant factors (such as the child’s needs, family circumstances, and travel suitability) are properly considered and clearly reflected in decision letters. This is to ensure compliance with the statutory guidance: ‘Travel to School for Children of Compulsory School Age’.

  • London Borough of Newham (24 016 895)

    Category: Education Date: 15-Jul-2025

    Summary

    Miss Y complains the Council did not properly consider D’s ability to safely walk to school when it received an application for home to school transport. There is procedural fault in how the Council handled D’s school transport application and appeal. The Council will apologise and reconsider D’s application, taking into account the relevant tests for eligibility for children with special educational needs.

    Service improvements

    Remind staff about the importance of properly considering an applicant’s specific circumstances when making transport decisions. In line with the Ombudsman’s ‘Principles of Good Administrative Practice’ the Council should remind staff of the importance of ensuring decisions are properly recorded;Remind staff of the need to consider a child’s ability to walk to school rather than their ability to use a bus service; andRemind staff of the requirement to seek the applicant’s consent before providing travel expenses, such as a taxi allowance.

  • London Borough of Newham (24 013 978)

    Category: Environment and regulation Date: 19-Aug-2025

    Summary

    Miss X complained the Council failed to provide an adequate recycling refuse collection, served her with a fixed penalty notice for fly tipping rubbish and did not respond to her missed bin complaints. The Council was at fault when it sent a letter regarding the waste offence to the incorrect address which meant Miss X missed the opportunity to present her case. The Council also failed to explain how residents of flats can report problems with refuse collection. The Council will apologise and pay Miss X £200 to acknowledge the uncertainty, frustration and distress this caused. The Council will also update its website to clearly explain how residents living in flats can report missed bin collections.

    Service improvements

    The Council will update its website to ensure it clearly explains how residents living in flats are expected to report missed bin collections.

  • London Borough of Newham (24 009 777)

    Category: Housing Date: 20-Oct-2025

    Summary

    Ms X complained about the Council’s failure to provide suitable temporary accommodation and promptly respond to her reports of disrepair. We found the Council was at fault because it took too long to carry out a suitability review. There was also fault with the Council’s complaint handling and the actions of the Council’s contractor. The Council already accepted some fault and provided a partial remedy in response to her complaint. To remedy the outstanding injustice caused by the additional areas of fault we identified, the Council agreed to apologise and make a further symbolic payment to Ms X. It will also take action to improve its service.

    Service improvements

    By training or other means, the Council will remind officers they should ensure suitability reviews are carried out within eight weeks of a request being made.

  • London Borough of Newham (24 005 505)

    Category: Environment and regulation Date: 08-May-2025

    Summary

    Mr X complained about the Council’s response to his reports of Anti-Social Behaviour. Mr X said this caused him anxiety and distress. There was fault in the way the Council delayed its investigation, communication and complaint handling was poor. This frustrated Mr X and he was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment, reconsider Mr X’s Anti-Social Behaviour reports and provide training to its staff.

    Service improvements

    •Remind relevant staff of the importance of recording and clearly documenting its actions.•Provide guidance to relevant staff on the Council’s ASB duties, including the importance of engaging with people reporting the ASB.•Remind relevant staff of the importance of effective complaint handling.

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