Service improvements

London Borough of Richmond upon Thames

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 - 5 of 5 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for London Borough of Richmond upon Thames as a CSV file.

  • London Borough of Richmond upon Thames (23 016 243)

    Category: Housing Date: 21-Feb-2024

    Summary

    Ms X complains the Council has not dealt properly with her homelessness application. The Council delayed assessing her circumstances. Ms X suffered avoidable distress and was homeless for 11 weeks. The Council should apologise, pay Ms X £300 for avoidable distress and £150 for time and trouble and provide training to staff.

    Service improvements

    Provide training to staff who manage homelessness applications to ensure there are no unnecessary delays in completing assessments.

  • London Borough of Richmond upon Thames (22 018 050)

    Category: Adult care services Date: 25-Oct-2023

    Summary

    Mrs D complains about the domiciliary care provided to her mother. There was fault which has caused distress and time and trouble to Mrs D. To remedy this, the Council has agreed to apologise, and make a payment and service improvements.

    Service improvements

    Remind staff involved with complaints that the Council is able to use discretion when considering whether to accept a complaint from a representative of a person who cannot consent.Develop a procedure for dealing with adult social care complaints, which should include how its complaints process interacts with those of commissioned care providers.

  • London Borough of Richmond upon Thames (22 016 884)

    Category: Children's care services Date: 20-Jul-2023

    Summary

    The Council was at fault for failing to arrange another placement for the young person, B, Mrs M fostered within the extended period of notice she gave. The Council left Mrs M and B in the lurch and was responsible for the chaotic end to the placement. This caused Mrs M considerable distress. The Council was wrong to only ‘partially uphold’ Mrs M’s complaint about the matter. This compounded her distress.

    Service improvements

    The Council will review its procedures for disrupted foster placements to include contingency plans in case the Council is unable to find a foster placement in time.

  • London Borough of Richmond upon Thames (22 015 631)

    Category: Housing Date: 06-Sep-2023

    Summary

    Mr X complained about the way the Council dealt with his housing application. We have found fault by the Council, causing injustice, in failing to notify him of its re-assessment of his application and his right to request a review of its decisions about his priority banding and bedroom need, and refer him for an OT assessment. The Council has agreed to remedy this injustice by apologising to Mr X, offering him a review of its decisions, making a payment to reflect the frustration and upset caused, and a service improvement.

    Service improvements

    The Council to review its allocations policy and procedures for notifying applicants of its decisions on their housing applications and about their right to request a review of these decisions; andconsider what action it can take to address its backlog of housing register assessments.

  • London Borough of Richmond upon Thames (21 017 488)

    Category: Adult care services Date: 20-Sep-2023

    Summary

    Miss X complained about the way the Council charged her late father Mr Y for his care and support, its failure to pay towards his care and support and about the lack of respite support provided to her as his main carer. There was no fault in the way the Council charged Mr Y for his care contributions or for a care home stay or for ending the direct payment arrangement. The Council was at fault for delay in monitoring the direct payment arrangement, poor communication around the decision to end the direct payment, delay in refunding an overpayment and for the delay in dealing with Miss X’s appeal about this. It has agreed to apologise and make a payment to acknowledge the uncertainty and frustration this caused and to review its procedures.

    Service improvements

    The Council has agreed to review its procedures to ensure that when the Council decides to end a direct payment arrangement it writes to the person concerned to confirm the arrangement has ended and sets out the alternative arrangements it has put in place to ensure the adult’s eligible needs for care and support continue to be met.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings