Service improvements

London Borough of Sutton

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 Sutton as a CSV file.

  • London Borough of Sutton (24 000 097)

    Category: Housing Date: 10-Oct-2024

    Summary

    Ms X complained about the way the Council dealt with her when she was homeless. The organisation delivering the Council’s homelessness service failed to notify Ms X that the Council no longer owed her the prevention or relief housing duties and delayed deciding if the Council owed her the main housing duty. This was fault. This caused Ms X avoidable frustration, for which the Council will apologise. It will also work with the organisation acting on its behalf to ensure it sends notification letters in future and to reduce delays in main housing duty decisions in all instances.

    Service improvements

    The Council will ask the organisation that delivers its homelessness service to remind its staff that they must issue decision letters when the Council no longer owes an applicant a housing duty.The Council will work with the organisation that delivers its homelessness service to identify what steps it should take to reduce the delays in making housing decisions should it in future experience staff shortages.

  • London Borough of Sutton (23 021 101)

    Category: Housing Date: 28-Nov-2024

    Summary

    We have found fault with the Council for the delay in issuing a formal homelessness decision letter. This delayed Miss X’s right to review and caused her avoidable distress and uncertainty. The Council has agreed to apologise for this delay and pay Miss X £300 for the distress caused.

    Service improvements

    The Council has agreed to take steps to ensure it issues all homelessness decision letters promptly.

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