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 1 - 10 of 15 cases with service improvements

Export results (CSV)

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

  • London Borough of Redbridge (23 011 451)

    Category: Housing Date: 07-Mar-2024

    Summary

    Mr X complained the Council has failed to properly consider his circumstances regarding his housing application. He also said the Council failed to respond to his complaint in a timely manner. We find the Council was at fault. This caused significant stress and uncertainty to Mr X. The Council has agreed to several recommendations to address this injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they are aware of the timescales set out in its complaints policy.

  • London Borough of Redbridge (23 009 455)

    Category: Housing Date: 08-Mar-2024

    Summary

    Mr X complains the Council has not dealt properly with his housing because it has placed him in unsuitable accommodation between June 2022 and June 2023. The Council placed Mr X and his family in two unsuitable locations. Mr X suffered avoidable distress and financial loss. The Council should apologise, pay Mr and Mrs X a total of £6,000 for being placed in unsuitable accommodation, and provide information to the Ombudsman.

    Service improvements

    Provide the Ombudsman with information about the number of requests for reviews which are currently outstanding and the average waiting time for a decision.Provide up an action plan, with targets, to clear any identified backlog of review requests.

  • London Borough of Redbridge (23 008 444)

    Category: Housing Date: 19-Mar-2024

    Summary

    Mr X complained about the Council’s failure to provide him with suitable accommodation when he became homeless and his removal from the housing register. We found the Council to be at fault. It failed to review its suitability decision when compelling new evidence was provided by the occupational therapy service. It also incorrectly removed Mr X from the housing register. These faults caused Mr X an injustice. The Council has agreed to take action to remedy this.

    Service improvements

    The Council has agreed to provide relevant staff with a copy of this decision statement.

  • London Borough of Redbridge (23 006 457)

    Category: Housing Date: 05-Feb-2024

    Summary

    Mr B says the Council failed to properly consider his medical needs and the medical information he provided when awarding him band 3 medical priority. The Council failed to explain its reasoning for the first decision and included some information in the review decision which causes concern. It is unlikely though that affected the decision on Mr B’s banding. An apology and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers dealing with medical assessments to ensure they are aware of the need to explain the reasoning for decisions on medical priority and that any medical evidence should be taken on its simple reading rather than interpreted.

  • London Borough of Redbridge (23 005 902)

    Category: Education Date: 20-Feb-2024

    Summary

    Mr and Mrs X complained the Council had failed to ensure their son received the provision outlined in his Education, Health and Care plan. The Council is at fault. It did not ensure the provision was in place after introducing a new plan. The Council will apologise, pay for the loss of provision and carry out a review of Education, Health and Care provision.

    Service improvements

    The Council will review its policy for checking EHC plan provision. It should ensure it has systems in place to check the provision when a new or substantially changed plan is issued, when there is a new placement, and when concerns are raised.The Council will share any new policy issued with staff in the education department.

  • London Borough of Redbridge (23 005 658)

    Category: Adult care services Date: 07-Dec-2023

    Summary

    Mrs X complained the Council delayed carrying out a review of her mother Mrs Y’s care needs and failed to investigate safeguarding concerns raised about a relative’s behaviour towards Mrs Y. The Council was at fault for the delay in carrying out the needs assessment and review and for failing to act in response to the safeguarding concerns raised. It has agreed to apologise to Mrs X and Mrs Y and makes payments to acknowledge the distress and frustration caused to them both and for the missed support for Mrs Y. It has also agreed to remind relevant officers to respond appropriately to safeguarding concerns and to keep suitable records of their decision making.

    Service improvements

    The Council will remind relevant staff of the need to respond appropriately to safeguarding concerns raised and to record their actions and decision making, including where the decision is that no further action is required at that time.

  • London Borough of Redbridge (23 005 107)

    Category: Adult care services Date: 22-Feb-2024

    Summary

    Miss X complained about the care her late father, Mr Y, received at home from a care provider acting on the Council’s behalf. Miss X also complained about how the Council charged for Mr Y’s care. The Council was at fault in how it transferred Mr Y to its long-term care team, for delay in carrying out a financial assessment, for a poor complaint response and for the Care Provider’s visits being too short and sometimes very late. This caused Miss X injustice for which the Council will apologise and pay her £300. The Council will also remind the Care Provider of proper practice in home care.

    Service improvements

    The Council will remind the Care Provider who supported a person at home that care workers should keep accurate records of the time spent at care visits and that where they have extra time, they should see if the person would like company or to talk.The Council will remind the Care Provider who supported a person at home that care visits should happen as close to the intended time as possible.The Council will remind its staff that complaint responses should be clearly identified as such and should set out the person's right to complain to the Ombudsman if they remain dissatisfied.

  • London Borough of Redbridge (23 004 599)

    Category: Adult care services Date: 29-Feb-2024

    Summary

    The Council failed to act accordingly on some occasions when concerns were raised about Mr Y’s welfare, it failed to follow-up agreed actions and failed to provide Mr Y’s representative with timely information. It then delayed responding to his complaint

    Service improvements

    The Council has also agreed to consider any learning and training needs in respect of coercive control

  • London Borough of Redbridge (23 003 608)

    Category: Education Date: 05-Sep-2023

    Summary

    The Council accepted fault for its delay issuing an amended Education Health and Care plan following an annual review in June 2021. As a result, Child B missed three terms of Speech and Language Therapy. The Council has agreed to arrange extra provision to make up for this missed time, pay Child B £1,500, and act to improve its services.

    Service improvements

    The Council has agreed to remind staff with responsibility for responding to complaints to refer to the Ombudsman’s Guidance on Remedies to identify a suitable remedy for injustice caused by fault.

  • London Borough of Redbridge (23 003 560)

    Category: Education Date: 11-Sep-2023

    Summary

    Mr X complained that the Council’s school admissions appeal panel did not properly consider his appeal for a place for his child at his preferred secondary school. We found no fault by the appeal panel. However, we found the Council was at fault in that its website did not clearly explain the boundary of the school’s catchment area. This did not cause Mr X an injustice, but the Council has agreed to make the information on its website clearer for the benefit of future applicants.

    Service improvements

    The Council has agreed that it will amend the information on its website to make it clearer that, where an applicant lives along the line of the catchment boundary, properties on one side of the road fall within the catchment area of one school and those on the other side are in the catchment area of another school.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings