Service improvements

London Borough of Redbridge

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 5 of 5 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 (22 003 119)

    Category: Housing Date: 11-Oct-2022

    Summary

    We found fault on Miss J’s complaint against the Council of it failing to deal properly, promptly, and effectively with her reports about the condition of her privately rented home. It relied too much on information from the landlord, failed to provide evidence of the assessment it carried out, communicated poorly with her, and did not consider whether the condition of the property was so unsuitable that she was homeless. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers dealing with these cases of the need to: i) ensure decisions not to take further action are not over reliant on the evidence of just one party; ii) keep written records of any housing health and safety rating system assessment; iii) ensure good and timely updates are communicated with those reporting problems.The Council agreed to ensure officers are aware of the need to consider and decide whether an early visit to inspect reports of housing disrepair is needed.The Council agreed to ensure officers are aware of the need to consider whether those reporting problems are homeless where they consider it unreasonable for them to continue to live in unsuitable accommodation.The Council agreed to contact the landlord for confirmation and evidence that works to rectify the category 1 and 2 hazards it identified have now been done,particularly before the property is relet.

  • London Borough of Redbridge (22 001 579)

    Category: Housing Date: 20-Dec-2022

    Summary

    Mr B complained about the way the Council responded to his complaints about noise nuisance and anti-social behaviour by the occupier of the house next to his. He said that he and his family are frequently disturbed by shouting and other noise during the night. This disrupts their sleep and is generally distressing. There was fault by the Council which caused injustice and which the Council should remedy by apologising and making a payment to Mr B. It should also consider any further information Mr B provides about the current situation.

    Service improvements

    The Council will consider any recent evidence from the complainant about the current situation and consider what action it should take.

  • London Borough of Redbridge (21 018 806)

    Category: Housing Date: 02-Oct-2022

    Summary

    We found fault in the way the Council dealt with the complainant’s (Ms X) suitability review request and her Housing Register application review. Some of the Council’s failings caused Ms X injustice and we made recommendations for the Council to remedy it by apologising, making payments for Ms X and reminding its staff of the relevant processes.

    Service improvements

    The Council will ensure the staff in the homelessness team are reminded that suitability of temporary accommodation is the Council's ongoing duty and should be kept under review, especially when notified of a change in the circumstances. The Council will send us the written confirmation of the staff having completed this task, indicating when it happened and how many officers participated.The Council will ensure all staff dealing with the Housing Register applications review the Council's Housing Allocation Scheme and paragraph 5.23 of the Allocation of accommodation: guidance for local housing authorities in England. The Council will send us the written confirmation of the staff having completed this task, indicating when it happened and how many officers participated.

  • London Borough of Redbridge (21 018 440)

    Category: Housing Date: 17-Nov-2022

    Summary

    The Council was at fault because it used an out-of-date definition when it decided Mr X did not have priority need for accommodation. It also failed to make reasonable adjustments for Mr X’s disability. The Council is not at fault for how it coordinated with children's services. The Council has agreed to apologise, make a new decision about priority need, pay Mr X £500, and act to improve its services.

    Service improvements

    The Council has agreed to remind relevant staff of the change to the definition of priority need introduced by the Domestic Abuse Act 2021.The Council has agreed to amend relevant template letters, emails and internal guidance to include the up-to-date definition of priority need.The Council has agreed to remind relevant staff of the proactive duty to make reasonable adjustments under the Equality Act and provide training or guidance as needed.

  • London Borough of Redbridge (21 001 348)

    Category: Housing Date: 21-Apr-2022

    Summary

    Mr X complained the Council failed to take action to help prevent his threatened homelessness, caused him to incur unnecessary court costs and did not make the advance rent and deposit payment for his new property as it had agreed to do. We have found fault by the Council causing injustice. The Council has agreed to remedy this by apologising to Mr X, making payments to reimburse him for the court costs, and the advance rent and deposit payment he was required to make, and reflect his distress and worry. It has also agreed to make service improvements.

    Service improvements

    the Council has agreed to: review its procedures and guidance to officers about providing information to applicants about its rent incentive scheme.issue a briefing note to remind officers of these procedures and guidance and advise them about any changes made.c) issue a briefing note to remind officers of the provisions of 6.35 of the Code and the procedure for applicants served with section 21 notices

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