Service improvements

London Borough of Redbridge

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 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 (23 013 511)

    Category: Housing Date: 09-May-2024

    Summary

    We found fault by the Council on Mrs N’s complaints about it taking too long to decide her homeless application and failing to move her from temporary and interim accommodation it agreed was unsuitable. It delayed deciding her application and issuing her Personal Housing Plan. It failed, and continues to fail, to move her from unsuitable accommodation. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to review why it took so long to issue a Personal Housing Plan and act to ensure they are issued sooner in the future.The Council agreed to review what impact the steps it said it took, and is taking, to improve the number of properties available has, and is having, on homeless applicants known to be living in unsuitable accommodation.

  • London Borough of Redbridge (23 010 040)

    Category: Housing Date: 12-May-2024

    Summary

    We found fault in the way the Council dealt with the complainant’s (Ms X) application for the change of her housing register priority banding, how it reviewed her Personalised Housing Plan and addressed her needs for reasonable adjustments. We also found fault in the Council’s refusal to let Ms X view a property she bid for. The Council agreed to apologise and make a symbolic payment to Ms X to recognise her distress and a delay in offering her a suitable property. The Council also agreed to include in Ms X’s housing records agreed reasonable adjustments for any written communication with her. The Council agreed to improve its record keeping and provide staff with the training on reasonable adjustments.

    Service improvements

    The Council will review the record keeping for its service users on the social housing register to ensure the record keeping is orderly and the documents are easily accessible.The Council will promote a better understanding of the COuncil's duty to make reasonable adjustments for its service users by ensuring the staff from the Council's housing and complaint teams review our Focus Report 'Equal access: Getting it right for people with disabilities' issued in May 2022.

  • London Borough of Redbridge (23 009 398)

    Category: Environment and regulation Date: 05-Aug-2024

    Summary

    Mrs B complained about the Council’s failure to act on noise nuisance and antisocial behaviour from her neighbour and complains the Council treated her differently to her neighbour and failed to consider her complaint properly. The Council did not follow its noise procedure on the first complaint from Mrs B and failed to respond to her request for noise recording equipment. There is no evidence the Council treated Mrs B differently. The Council failed to tell Mrs B about the ASB review process and delayed responding to her complaint. An apology, payment to Mrs B, discussion with Mrs B about whether she can use the ASB review process and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers dealing with antisocial behaviour and noise to remind them: a)of the need to follow the Council’s noise procedure when deciding whether to visit the person that has complained; and b)about the need to notify those who have complained about the ASB review process where more than three complaints of antisocial behaviour have been received within six months;The Council will send a reminder to officers dealing with complaints of the need to ensure complaint responses cover all the issues raised by the person that has complained.

  • London Borough of Redbridge (23 005 337)

    Category: Housing Date: 24-Apr-2024

    Summary

    Mrs X complained about how the Council has supported her while she is homeless. There was fault in how the Council recorded and explained to Mrs X some of its decisions, how it decided what steps it should take to protect Mrs X’s belongings and how it failed to keep some video footage of an incident involving Mrs X. This caused Mrs X avoidable distress and uncertainty for which the Council agreed to pay her the financial remedy it has offered. It also agreed to review its policy on protecting the belongings of homeless people and the support it provides to Mrs X with this.

    Service improvements

    The Council agreed to ensure its new policy for considering review of ongoing suitability of temporary accommodation sets out:the factors the Council will take into account when deciding whether to carry out a suitability review;how the Council will record its consideration of applications for a review of ongoing suitability;that the Council should provide a clear explanation of its decisions to those applying; andany decision should explain how an applicant can challenge the Council’s decision, including through its complaints policy, if they believe the Council has not considered their application properly.The Council agreed to review its policy on the protection of belongings for people for whom it has a duty, or a power, to take reasonable steps to protect belongings under the Housing Act 1996 and arrange suitable

  • London Borough of Redbridge (23 004 851)

    Category: Adult care services Date: 06-Nov-2024

    Summary

    Ms C complains the Council failed to properly assess her needs and provide suitable support. The Council is at fault for failing to properly record a care needs assessment and how it made service decisions. This has caused Ms C anxiety, distress, frustration, and uncertainty. To put things right the Council has agreed to apologise to Ms C, offer a reassessment, make a symbolic payment, and make service improvements.

    Service improvements

    The Council has agreed to:review the complaint handling in this complaint and if applicable produce an action plan to avoid future reoccurrence;review the initial delay in the allocation of a social worker and if applicable produce an action plan to avoid future reoccurrence;remind staff by way of a staff circular or through team meetings about the completion of assessments and support plans so that they are clear and provide a justification for service decisions;remind staff by way of a staff circular or through team meetings about sending copies of assessments to participants.

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