Service improvements

London Borough of Tower Hamlets

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 - 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 (22 015 748)

    Category: Adult care services Date: 25-Mar-2024

    Summary

    Mr X complained the Council withdrew his care package and did not reinstate it until a solicitor intervened. The Council was not at fault for withdrawing the care package but was at fault for delay and not being proactive to resolve the situation. It should apologise, make a payment to remedy the injustice to Mr X who had to arrange and pay for his own care, and ensure staff learn lessons from what happened.

    Service improvements

    The Council will share a summary of the learning points from the complaint with relevant staff to ensure that in future there is no undue delay in reinstating care and support after a care package has been withdrawn.The Council will remind relevant staff the Care Act 2014 requires it to complete a financial assessment at the time a care package is arranged, and that it is therefore important for social workers and finance staff to work together to avoid a delay in doing this.

  • London Borough of Tower Hamlets (22 014 970)

    Category: Adult care services Date: 23-May-2023

    Summary

    Miss X complained the Council wrongly denied her application and appeal for a blue badge. There was no fault in the Council’s assessment of Miss X’s application. There was fault in how the Council informed Miss X of its decision, but this did not cause Miss X an injustice.

    Service improvements

    The Council will remind officers in its Mobility Support Team that, when a decision to refuse a blue badge application is made, it should write to the applicant and provide a detailed explanation of the grounds for refusal.

  • London Borough of Tower Hamlets (22 013 602)

    Category: Adult care services Date: 24-May-2023

    Summary

    Ms X complained about the Council’s decision making on her mother’s care and support, leaving her mother, Mrs Y, struggling with a shortfall in care. We found fault by the Council causing injustice. We recommended it apologise to Mrs Y, pay her £750 for distress and uncertainty, reinstate her previous package of care, offer a reassessment of her care needs and support, and take action to prevent recurrence.

    Service improvements

    The Council will provide guidance to staff working in Adult Social Care to ensure they understand the Council’s duty to meet eligible care needs unless a carer is willing and able to do so.

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