Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Tower Hamlets as a CSV file.

  • London Borough of Tower Hamlets (22 000 646)

    Category: Adult care services Date: 05-Oct-2022

    Summary

    Mr X complained on behalf of Y. He complained about the way the Council made decisions about Y’s Disability Related Expenditure. He said this caused the family financial hardship. We found fault with the Council which caused uncertainty about its decision. The Council agreed actions to remedy the injustice.

    Service improvements

    Review and update its DRE guidance, particularly the ‘maximum amounts’ in light of the issues identified in this statement to ensure it does not fetter its discretion. It should also consider publishing this information or providing applicants with a copy to ensure its decision making is transparent. If it decides not to it should be able to explain why.

  • London Borough of Tower Hamlets (21 013 094)

    Category: Adult care services Date: 29-Jun-2022

    Summary

    Ms C complains the Council wrongly pursued arrears for home care charges and reneged on an agreement to fund residential care. The Council was at fault for charging for home support services without a financial assessment, delayed in completing a financial assessment and failed to consider community based alternatives for Mr D earlier. To remedy the complaint the Council has agreed to waive some home support charges, pay Ms C £300 in acknowledgement of the time, trouble and stress the Council’s faults have caused her. It will also review procedures and remind staff about the importance of completing financial assessments as early as possible.

    Service improvements

    remind staff about the importance of completing financial assessments quickly and, if requested and within reason, when there is a challenge about an outstanding debt;review and if necessary, provide guidance for those presenting applications for funding and their managers about what information panel members need for funding approval;record and keep minutes of funding panels.

  • London Borough of Tower Hamlets (21 010 079)

    Category: Adult care services Date: 18-Apr-2022

    Summary

    Ms X complained the Council failed to notify her it had started a safeguarding in respect of her father and failed to complete the investigation and explain the reasons for this decision. The Council closed the safeguarding investigation prematurely in error, which is fault. It has now completed a retrospective safeguarding investigation reaching a decision that is unlikely to have been different even if it had been completed sooner.

    Service improvements

    Remind staff about the need to properly record the reasons for closing a safeguarding investigation to ensure public interest issues are not missed.

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