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 - 2 of 2 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 (24 010 566)

    Category: Children's care services Date: 19-Mar-2025

    Summary

    Mrs X complained about services provided to her son, Y, by the Council’s children’s services department. We found fault because the Council failed to consider the complaint under the children’s statutory complaints procedure. This caused Mrs X avoidable distress and frustration. To remedy the injustice caused, the Council has agreed to consider Mrs X’s concerns through the statutory procedure and apologise for failing to do this originally. It has also agreed to make a payment to her and issue guidance to staff.

    Service improvements

    The Council has agreed to remind relevant complaint handling staff of the guidance linked to the children's statutory complaints procedure (The Children Act 1989) ‘Getting the Best from Complaints’ particularly around ‘who may complain’ and ‘what may be complained about’. This will help to ensure Council staff are fully aware of the statutory procedure and how this differs from its corporate complaints process.The Council has agreed to share the Ombudsman’s good practice guidance on the children’s statutory complaints procedure (The Children Act 1989) with relevant staff. This will help to ensure staff understand when the statutory procedure should be used to handle children's services complaints, rather than the corporate complaint process.

  • London Borough of Redbridge (24 009 410)

    Category: Children's care services Date: 11-Feb-2025

    Summary

    Mrs X complained the Council refused to assess her son’s needs as a disabled child. There was fault in how the Council failed to investigate Mrs X’s complaint under the statutory children’s complaints procedure. This caused Mrs X avoidable frustration and inconvenience for which the Council agreed to apologise and make a payment to Mrs X to recognise that distress. It also agreed to start an investigation under stage two of the statutory procedure.

    Service improvements

    The Council agreed to remind relevant staff about the types of complaints which fall under the statutory children's complaints procedure and that the Council must follow that procedure when it applies.

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