Service improvements

London Borough of Redbridge

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 - 10 of 16 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 (21 003 768)

    Category: Adult care services Date: 28-Jan-2022

    Summary

    Mr B complained the Council delayed meeting his daughters’ assessed needs under the Care Act 2014. He says the Council delayed providing additional support after his daughters stopped attending college. We find the Council was at fault as it delayed responding to Mr B’s requests for additional support. The Council has agreed to our recommendations to address the injustice caused.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff to ensure they must act in a timely manner when a service user or their representative asks for a review of their care and support needs.

  • London Borough of Redbridge (21 003 663)

    Category: Housing Date: 30-Nov-2021

    Summary

    Mrs B complained that the Council failed to resolve disrepair problems in her privately rented property since December 2019. We found the Council delayed in taking adequate action between December 2019 and June 2020, failed to keep proper records and delayed excessively in responding to Mrs B’s complaint. The Council has agreed to pay Mrs B £300 and improve its procedures for the future.

    Service improvements

    The Council has agreed to take steps to ensure officers carrying out inspections under the HHSRS, always keep proper records of the visits and their findings, including identifying whether any category one or two hazards have been found.

  • London Borough of Redbridge (21 002 037)

    Category: Education Date: 10-Sep-2021

    Summary

    Ms B complained that the Council failed to ensure her child received occupational therapy sessions specified in his Education, Health and Care plan. We found fault by the Council in this matter, causing injustice for which a remedy has been agreed.

    Service improvements

    The Council will take steps to identify and contact others with EHC plans who may have been similarly affected by the lack of therapy services, and ensure that the impact of missed sessions is accounted for, with future provision amended as necessary.

  • London Borough of Redbridge (21 000 799)

    Category: Housing Date: 29-Nov-2021

    Summary

    Mrs X complained about the Council’s actions and decisions around her housing and homelessness applications between 2019 and 2021. The Council was at fault. It delayed issuing Mrs X with a homelessness decision letter and then delayed issuing her Personal Housing Plan for seven months. It meant on balance that Mrs X remained in interim accommodation for longer than necessary. The Council agreed to apologise and pay her a total of £1,100 to recognise the distress, uncertainty and time and trouble caused.

    Service improvements

    The Council was at fault for its delay in issuing a homelessness decision letter and then its delay in issuing a Personal Housing Plan for seven months. It has agreed to circulate our decision statement to its housing officers and relevant staff to highlight the faults found around the delay in issuing the decision letter, the delay in issuing the Personal Housing Plan and for failing to regularly review it. The Council will consider whether to include the findings in relevant training to prevent recurrence of the faults.

  • London Borough of Redbridge (20 014 185)

    Category: Housing Date: 25-Jan-2022

    Summary

    Ms X complained the Council failed to take action about the antisocial behaviour from her neighbours since June 2019. Ms X says her neighbours actions put her safety at risk and has impacted her mental health. Ms X says her neighbour’s relatives are also harassing her for complaining to the Council. The Ombudsman found fault with the Council for its inaction and delays in handling Ms X’s concerns. The Ombudsman also found fault with the Council’s record keeping creating uncertainty about the Council’s investigations. The Council agreed to the Ombudsman’s recommendation to open a new investigation for Ms X into her concerns and follows its procedure in completing these investigations. The Council also agreed to provide Ms X with an apology and a payment of £500 to reflect the distress and inconvenience caused.

    Service improvements

    Provide training to its noise nuisance and antisocial behaviour teams about the importance of accurate recording keeping in complaints about noise nuisance and antisocial behaviour. This should include training about logging complaints, recording notes of site visits and analysis of evidence such as noise recordings.

  • London Borough of Redbridge (20 013 366)

    Category: Adult care services Date: 12-Sep-2021

    Summary

    Mrs X complains the Council’s care provider, Churchfields Nursing Home, failed to provide her mother with the support she needed, resulting in her having a fall, and failed to respond properly to the incident, causing further distress. Churchfields was wrong to leave Mrs Y unsupervised when her family visited her. The Council needs to apologise to Mrs Y and her family for the distress they have been caused.

    Service improvements

    The Council has agreed to work with Churchfields Nursing Home to ensure it has suitable arrangements in place for receiving visitors.

  • London Borough of Redbridge (20 012 044)

    Category: Adult care services Date: 18-Nov-2021

    Summary

    The Council’s failure to deal properly with Mr X’s application for a Disabled Facilities Grant caused avoidable delays of 32 months. The Council has agreed to apologise, make a financial payment to Mr X, and take action to improve its services.

    Service improvements

    The Council has agreed to share this decision with staff in the relevant departments.The Council has agreed to produce an action plan showing how the Council will prevent the delays in this case happening again. These should be measurable actions with timescales for achievement.The Council has agreed to remind relevant staff of the importance of meeting the timescales in the complaints policy.The Council has agreed to remind relevant staff that complaint responses should clearly indicate whether a complaint is upheld, and if so, what the Council will do to put things right. The Council should provide further training as needed.

  • London Borough of Redbridge (20 010 344)

    Category: Education Date: 13-Sep-2021

    Summary

    Mr X complained about errors during the Council’s school admissions appeals process. There was no fault in how the Council considered Mr X’s appeal. However, the Council’s procedures meant Mr X did not receive a written decision letter within the five-day statutory timescale. This was fault. This did not cause Mr X a significant injustice, but the Council’s procedures may be causing injustice to others. The Council has agreed to review its procedures to ensure it complies with its statutory obligations.

    Service improvements

    The Council will review its school admission appeals procedures to enable it to comply with the School Admissions Appeals Code requirement to provide a written decision letter within five school days of an appeal hearing.

  • London Borough of Redbridge (20 008 394)

    Category: Children's care services Date: 14-Jul-2021

    Summary

    Ms X complains about the way the Council dealt with her family’s social care matters and its handling of her complaint. The Council was at fault in its complaint handling process. This caused Ms X time and trouble pursuing her complaint and she was denied an independent investigation. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to: •remind staff of the importance of following the statutory complaints procedure.•train staff on the process of escalating a complaint through the statutory complaints procedure, and the limited circumstances in which the Council is not required to investigate a complaint, or can refer a complaint early to the Ombudsman.

  • London Borough of Redbridge (20 008 082)

    Category: Housing Date: 16-Jun-2021

    Summary

    Ms X complained the Council failed to deal with her homelessness case and about its poor communications with her during that time. The Council was at fault when it continually failed over several months to take any action in relation to Ms X’s case. The Council has agreed to pay Ms X £400 to remedy the injustice it caused her. It has also agreed to provide proof of the steps it has taken to prevent a similar recurrence of the fault in future.

    Service improvements

    The Council agreed to provide evidence of the changes in procedures it has made to help prevent a recurrence of faults identified because of a failure over several months to take any action over a homelessness case and its poor communications with the complainant.

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