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 - 6 of 6 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 (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 (22 016 809)

    Category: Housing Date: 27-Sep-2023

    Summary

    Ms X complains that the Council failed to provide sufficient help with her homelessness. There is no evidence of fault in how the Council considered what homelessness duty it owed to Ms X when she first made her homelessness application and in how it considered her priority on the housing register. There is evidence of fault in how the Council drew up Ms X’s personalised housing plan and it delayed in reviewing that plan. But these faults did not cause significant injustice to Ms X.

    Service improvements

    Reviews its templates for its prevention and relief duty decision letters to ensure it includes information on how an applicant can seek a review of the duty owed.Reminds officers of the requirement set out at paragraph 11.32 of the Homelessness Code of Guidance to keep PHPs under review during the prevention and relief duty stages.

  • London Borough of Redbridge (22 014 961)

    Category: Housing Date: 12-Jan-2024

    Summary

    Ms X complained about how the Council handled her housing, particularly that it disregarded her disabilities and medical vulnerability, which kept her in unsuitable accommodation. Ms X said this caused unnecessary distress and frustration, and caused her mental and physical health to deteriorate. We find the Council at fault, and this caused Ms X injustice. The Council will apologise, make a payment to Ms X, and improve its service.

    Service improvements

    The Council has agreed to remind staff that if the Council decides a property is unsuitable for an applicant, it must reassess the household to see if it owes them a housing duty, and also issue a personalised housing plan.

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