Service improvements

London Borough of Richmond upon Thames

Showing service improvements between 1 April 2025 and 31 March 2026

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 (25 008 638)

    Category: Housing Date: 25-Nov-2025

    Summary

    We have upheld Mr X’s complaint about the Council’s failure to proactively address his reports of disrepair in his private rented property between September 2024 and March 2025. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

    Service improvements

    The Council will review its supervision arrangements to ensure it identifies cases where action has been delayed and instructs officers to take appropriate action.

  • London Borough of Richmond upon Thames (24 015 136)

    Category: Adult care services Date: 29-Mar-2026

    Summary

    Mr Y complained that the London Borough of Richmond upon Thames and NHS South West London Integrated Care Board did not pay the rent for his daughter’s specialist accommodation, despite it being part of her section 117 aftercare needs. We found fault with the Council. It managed the process of identifying and securing Miss X’s accommodation and should have included rent, and associated costs, in its costings and should have paid them from the outset. It should not have made the person liable for the rent and expected them to apply for benefits to fund it. This fault caused Mr Y avoidable stress and inconvenience. We have not found fault with the ICB as it did not make the decisions we found fault with.

    Service improvements

    The Council failed to ensure a service user had an adequate mental health aftercare plan and, because of this, the service user had to use private funds and benefits to pay costs which should have been met in full through s117 aftercare. The Council should produce an action plan to address this fault. It should seek to identify and implement specific and realistic ways of improving its processes to help avoid recurrences.

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