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 - 4 of 4 cases with service improvements

Export results (CSV)

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

  • London Borough of Tower Hamlets (22 005 826)

    Category: Housing Date: 13-Dec-2022

    Summary

    We found fault with the way the Council communicated with Mrs X about her homelessness and housing. The Council agreed actions to remedy the injustice to Mrs X.

    Service improvements

    The Council should tell the Ombudsman what action it will take to avoid repeated failures in this case.Remind relevant officers of the importance of record keeping, PHP reviews and communication of decisions in writing with review rights included.• Remind relevant officers of the importance of record keeping, PHP reviews and communication of decisions in writing with review rights included.

  • London Borough of Tower Hamlets (22 003 938)

    Category: Housing Date: 02-Aug-2022

    Summary

    Mr X complains the Council excluded him from its housing register because he was of no fixed abode. If we were to investigate it is likely we would find fault in the way the Council dealt with Mr X’s application. Therefore we have invited the Council to remedy the injustice to Mr X and it has agreed to take the action we recommended. Further consideration of the complaint would not be proportionate.

    Service improvements

    The Council should review decisions to exclude people from its register for the past three months to see if anyone has been wrongly excluded for not having a fixed address.The Council should advise staff dealing with complaints that they should pass complaints which canbe dealt with as review requests (e.g. homelessness or housing allocations) tothe appropriate team for action.

  • London Borough of Tower Hamlets (22 002 575)

    Category: Housing Date: 06-Jan-2023

    Summary

    Mr X complained the Council treated his family with bias and did not fairly consider his housing application from 2019 to 2022. The Council failed to award the family emergency priority for housing allocation for 9 months. The Council also failed to properly consider Mr X’s appeal against its decision to remove his emergency priority banding. The Council agreed to pay Mr X £1350 pounds to recognise the distress caused to him and his wife by remaining in a property that was a risk to their daughter’s life. It agreed to offer them the next available suitable property. The Council will also reconsider its decision on Mr X’s appeal and carry out staff training.

    Service improvements

    The Council will provide relevant staff with guidance on recognising and appropriately responding to complaints.The Council will remind staff to properly consider all the available information when considering appeals against decisions it has made about emergency priority for housing applications.

  • London Borough of Tower Hamlets (21 004 446)

    Category: Housing Date: 16-May-2022

    Summary

    Miss B complained the Council did not provide suitable temporary accommodation between June 2020 and July 2021. She also complained the Council delayed contacting other councils to source suitable temporary accommodation. We found the Council at fault for delays offering Miss B suitable temporary accommodation and responding to her complaint. The Council will apologise and make a financial payment to remedy the injustice caused to Miss B and her child by its delays.

    Service improvements

    Remind housing officers to complete inspections of temporary accommodation, or get evidence from the landlord of its condition, before moving someone into the property.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings