Service improvements

London Borough of Richmond upon Thames

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 Richmond upon Thames as a CSV file.

  • London Borough of Richmond upon Thames (24 003 662)

    Category: Housing Date: 27-Feb-2025

    Summary

    We have found fault with the Council for its actions during Miss X’s homelessness application process. This caused Miss X the injustice of living in unsuitable accommodation for over a year. The Council has agreed to remedy Miss X’s injustice.

    Service improvements

    Demonstrate how it will ensure that officers always carry out a suitability assessment to identify the household’s needs before making a placement in interim or temporary accommodation.Show how it will monitor homelessness applications and set reminders of statutory deadlines e.g. 56 days.

  • London Borough of Richmond upon Thames (23 018 891)

    Category: Housing Date: 10-Sep-2024

    Summary

    Mr X complained the Council delayed and made errors in respect of his homelessness application impacting his position on the housing register and causing distress. The Council accepts fault in not accepting the main housing duty when it had already determined Mr X was homeless by accepting the relief duty. The Council has now agreed a suitable remedy.

    Service improvements

    Send a reminder to all staff that if the relief duty is accepted this means it has accepted the person is homeless and that this should be reflected in any decisions on the main housing duty.Send a reminder to staff that in cases of domestic abuse, contact with the applicant should only be made via agreed methods to avoid the risk of harm.

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