Service improvements

London Borough of Tower Hamlets

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 - 5 of 5 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 (24 000 559)

    Category: Adult care services Date: 29-Oct-2024

    Summary

    We found fault in the Council’s failure to apply to the Court of Protection about care arrangements for the complainant’s (Mr X) son (Mr Z). The Council’s fault caused injustice to Mr Z and Mr X. We did not find fault in the Council’s visiting arrangements. We will not investigate whether the Supported Living placement was suitable for Mr Z and Mr X’s complaint about the Supported Living placement manager. The Council agreed to apologise, to apply to the Court of Protection and to make a symbolic payment for Mr X’s distress. The Council also agreed to remind social workers of their duties for people who lack mental capacity and are placed in the supported living settings.

    Service improvements

    The Council will remind social workers and their managers of the Council’s duties for people who are placed in the community settings and who lack mental capacity to make decisions about their care arrangements.

  • London Borough of Tower Hamlets (23 019 942)

    Category: Adult care services Date: 26-Mar-2025

    Summary

    Mr X complained about the Council’s actions when it reassessed his care needs and decided to amend his care and support plan. We found fault because the Council failed to send Mr X his updated care plan in a timely manner. This caused him avoidable distress, frustration and uncertainty. The Council has agreed to apologise to Mr X, send reminders to relevant staff and review one of its policies.

    Service improvements

    The Council will review the wording of its direct payment and personal budget policy regarding those who receive direct payments. It will clarify how oncosts related to being an employer are calculated. This will help service users to understand whether oncosts are a standard amount or assessed on a case-by-case basis.

  • London Borough of Tower Hamlets (23 018 987)

    Category: Adult care services Date: 01-Aug-2024

    Summary

    Miss X complained about the Council’s decision to refuse her blue badge renewal application. She said the Council did not properly consider her medical evidence from a psychologist, and was over reliant on a short telephone assessment from its own medical advisor. The Council was at fault for not sending all Miss X’s medical evidence to its expert assessor. The Council offered to reassess Miss X to remedy the injustice.

    Service improvements

    The Council will remind staff in its parking and mobility services about the importance of sending all relevant evidence to the Council’s expert assessors for blue badge applications.

  • London Borough of Tower Hamlets (23 001 858)

    Category: Adult care services Date: 30-Apr-2024

    Summary

    Mr X complains that the Council did not properly deal with a Blue Badge or taxi-card application properly. The Council is at fault because it delayed dealing with Mr X’s Blue Badge and taxi-card applications and did not make consistent reasonable adjustments. Mr X suffered avoidable distress and incurred time and trouble. The Council should apologise to Mr X, pay Mr X £200 for distress and £100 for time and trouble, provide guidance to staff, provide an action plan and refer to the Cabinet Member responsible.

    Service improvements

    Provide guidance to staff regarding dealing with complaints about Blue Badge application processes properly through the corporate complaints process.Share a copy of this decision with staff in the relevant departments to consider the lessons that can be learned from this case.Provide an action plan showing how the Council will corporately record, assess, make decisions and deliver reasonable adjustments requested by its service users.Refer this decision, the action plan and the lessons learned outcomes to the relevant Cabinet Member and the Overview and Scrutiny Committee.

  • London Borough of Tower Hamlets (22 014 239)

    Category: Adult care services Date: 28-Aug-2024

    Summary

    Mr B complained on behalf of Mr C, about failings in respect of his social care needs and housing situation. Mr C has been without care since January 2021 and his sister, Ms D has been his main carer. We found fault in the actions of the Council. It has agreed to apologise to Mr C and Ms D, make a symbolic payment to each of them, arrange a care act review and a housing meeting review and improve its procedures for the future.

    Service improvements

    The Council has agreed to review its case management of adult social care cases to ensure that cases where no action or communication has taken place for more than three months, are picked up and dealt with appropriately.

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