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 - 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 (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 (22 015 631)

    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.

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