Service improvements

London Borough of Redbridge

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 15 of 15 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Redbridge as a CSV file.

  • London Borough of Redbridge (22 017 113)

    Category: Other Categories Date: 20-Sep-2023

    Summary

    Ms B says a local Councillor breached the Member’s code of conduct and the Council failed to properly investigate that. There is no evidence of a breach of the code of conduct and the Council dealt with the matter properly. However, it should have explained its decision there was no evidence of a breach of the code of conduct to pursue in more detail. An apology and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will remind the monitoring officer of the need to ensure they explain the reasons for decisions, addressing the areas raised as alleged breaches of the code of conduct, when telling those who have complained about the outcome of the consideration of a code of conduct complaint.

  • London Borough of Redbridge (22 016 809)

    Category: Housing Date: 27-Sep-2023

    Summary

    Ms X complains that the Council failed to provide sufficient help with her homelessness. There is no evidence of fault in how the Council considered what homelessness duty it owed to Ms X when she first made her homelessness application and in how it considered her priority on the housing register. There is evidence of fault in how the Council drew up Ms X’s personalised housing plan and it delayed in reviewing that plan. But these faults did not cause significant injustice to Ms X.

    Service improvements

    Reviews its templates for its prevention and relief duty decision letters to ensure it includes information on how an applicant can seek a review of the duty owed.Reminds officers of the requirement set out at paragraph 11.32 of the Homelessness Code of Guidance to keep PHPs under review during the prevention and relief duty stages.

  • London Borough of Redbridge (22 014 961)

    Category: Housing Date: 12-Jan-2024

    Summary

    Ms X complained about how the Council handled her housing, particularly that it disregarded her disabilities and medical vulnerability, which kept her in unsuitable accommodation. Ms X said this caused unnecessary distress and frustration, and caused her mental and physical health to deteriorate. We find the Council at fault, and this caused Ms X injustice. The Council will apologise, make a payment to Ms X, and improve its service.

    Service improvements

    The Council has agreed to remind staff that if the Council decides a property is unsuitable for an applicant, it must reassess the household to see if it owes them a housing duty, and also issue a personalised housing plan.

  • London Borough of Redbridge (22 013 178)

    Category: Transport and highways Date: 06-Jun-2023

    Summary

    the Council gave Mrs B wrong information about her options when she contacted the Council about a penalty charge notice, failed to consider alternative options in light of Mr B’s vulnerability and delayed telling enforcement agents about the circumstances. An apology, agreement to take the debt back from the enforcement agent and consider a payment plan, payment to Mrs B, training for officers and amending the Council’s vulnerability policy is satisfactory remedy.

    Service improvements

    The Council will arrange a training session for officers dealing with parking fines to ensure they understand the statutory declaration process and the circumstances in which a statutory declaration can be made. That training session should also cover how to deal with vulnerable debtors and the options available once the debt has been passed to the enforcement agents.The Council will consider whether to amend the Council’s vulnerability policy to cover the options open to the Council when it identifies a debtor’s vulnerability late in the process when the case is already with the enforcement agent.

  • London Borough of Redbridge (22 000 294)

    Category: Education Date: 26-Oct-2023

    Summary

    Miss X complained the Council failed to ensure her daughter, C, received some of the provision set out in her Education, Health, and Care Plan. Miss X also said the Council failed to adhere to statutory time-limits when completing C’s annual review and failed to properly handle her complaint. The Council was at fault for failing to provide some of C’s provision and for failing to adhere to the statutory time limits. It was also at fault for failing to adhere to its complaints procedure and for failing to explain Miss X’s right to challenge its decision on personal budgets. This caused Miss X uncertainty, frustration, and put her to the time and trouble of complaining. The Council has agreed to remedy the injustice caused to Miss X.

    Service improvements

    The Council will remind staff dealing with complaints to adhere to the Council's complaints policy.

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