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 1 - 3 of 3 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 (24 003 489)

    Category: Adult care services Date: 17-Feb-2025

    Summary

    Mr Y complains the Council handled Mr X’s care poorly. He complains the Council did not confirm care home fees Mr X was liable for and delayed allocating him a social worker. We find the Council at fault which caused Mr X injustice. The Council has agreed to make a issue an amended invoice and take service improvement action.

    Service improvements

    The Council will review its policy and/or training to relevant staff with consideration on how to improve the provision of timely information about the potential cost of a placement prior to undertaking its financial assessment process.The Council will review its processes so that it can identify when complaint responses have become delayed, and ensure complainants are kept informed on progress.

  • London Borough of Redbridge (23 020 054)

    Category: Adult care services Date: 12-Sep-2024

    Summary

    Mr X complains on behalf of Mrs Y that the Council has overcharged for her care. The Council is at fault because it did not review Mrs Y’s care needs or address Mr X’s concerns about excessive care provision early enough. Mrs Y was charged for unnecessary care provision. The Council should apologise, recalculate care charges, provide guidance to staff and review the Care Provider’s action plan to identify other learning.

    Service improvements

    Provide guidance to staff to ensure reviews of assessments are carried out at the appropriate time intervals specified in them.Review the Care Provider’s action plan and this complaint to identify any other learning and share this with staff.

  • 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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