Service improvements

London Borough of Redbridge

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 4 of 4 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 (25 007 484)

    Category: Adult care services Date: 29-Jul-2025

    Summary

    The Council failed to properly assess the capacity of three family members to make a homelessness application when they told the Council they were suffering domestic abuse. The Council did not deal with the safeguarding referral appropriately or in good time, and did not offer the family social care needs assessments soon enough. It cannot show how it made the decision to offer a one-bedroom property and it took too long to deal with the complaint to it. The family missed out on interim accommodation, and they were caused distress and uncertainty. The Council has agreed to apologise, make symbolic payments to the family, and review their housing needs. It will also review its training and procedures on mental capacity assessment, arranging interpreters, and monitoring case progress.

    Service improvements

    The Council will share this decision with staff in homelessness, adult social care and complaint handling.The Council will review its procedure for arranging interpreters within adult social care and update relevant staff on this.The Council will review how it monitors and ensures progress where a safeguarding referral is closed on the basis that the risk is managed by Care Act assessments.

  • London Borough of Redbridge (24 017 739)

    Category: Adult care services Date: 28-Sep-2025

    Summary

    Mrs Y complains about delays in the Disabled Facilities Grant (DFG) process which she says have caused significant distress. We find delay in the processing of Mrs Y’s DFG which the Council will acknowledge with an apology and a symbolic payment of £500. The Council will also progress Mrs Y’s DFG referral without further delay and create an action plan to help reduce delays in DFG processing.

    Service improvements

    Create an action plan with the aim of helping to reduce the significant delays in the Council's Disabled Facilities Grant processing times.

  • London Borough of Redbridge (24 017 686)

    Category: Adult care services Date: 21-Oct-2025

    Summary

    Ms C complains the Council commissioned care provider, Bio Luminuex Healthcare Ltd, failed to provide suitable care and falsified records. Ms C also complains the Council failed to provide proper support for her mother, Mrs D, after she left a care home. The Council is at fault for failing to properly assess Mrs D’s needs before she returned to the community and for inadequate services it commissioned. To put things right the Council has agreed to waive an existing invoice of over £1700, apologise to Mrs D and Ms C for the distress and frustration its actions caused; and make service improvements which include the quality monitoring of the care provider.

    Service improvements

    2. Within three months of the final decision the Council will:a) review why Mrs D did not receive an Occupational Therapy assessment before she went home and provide an action plan about how the Council will avoid this happening in the future;Within three months of the final decision the Council will: b) provide a reminder by way of a staff circular, team meeting or as part of formal training, to relevant officers about the importance of completing person centered support plans;Within three months of the final decision the Council will: c) provide a reminder by way of a staff circular, team meeting or as part of formal training, to relevant officers about the importance of recording interactions including telephone calls;Within three months of the final decision the Council will: d) provide an update on what actions the Council has taken about Bio Luminuex Healthcare Ltd to ensure it provides contracted services.

  • London Borough of Redbridge (24 012 196)

    Category: Adult care services Date: 01-Jun-2025

    Summary

    The Council overcharged Mrs Y for the care and support it provided to meet her needs and failed to explain how the charges were calculated. It also delayed responding to the complaint Mr X made on her behalf and the complaint response was inadequate. The Council has agreed to apologise to Mr X and Mrs Y and make a payment to acknowledge the uncertainty and frustration they were caused. It has also agreed to revise the invoices and provide training or guidance to staff about responding appropriately to complaints.

    Service improvements

    The Council has agreed to provide guidance or training to relevant officers within Adult Social Care to ensure that complaint responses are comprehensive enough to address the concerns raised and provide a clear explanation of the findings and recommendations of the complaint investigation.

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