Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2026 and 31 March 2027

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

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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 (25 018 172)

    Category: Housing Date: 20-Jul-2026

    Summary

    Mrs C complained about the way the Council in respect of her housing application, dealt with her request for a medical assessment and her request for a direct offer of accommodation. We found fault in the Council’s actions. It has agreed to apologise to Mrs C, make a symbolic payment and improve its procedures for the future.

    Service improvements

    The Council has agreed to review the implementation of its allocations policy in respect of direct lets to ensure it is acting consistently in accordance with that policy and the law and that it offers a right of review against those decisions.

  • London Borough of Tower Hamlets (25 016 469)

    Category: Housing Date: 17-Jun-2026

    Summary

    We have upheld Mr X’s complaint about the preference date on his housing register application. The Council has agreed to take appropriate steps to remedy the injustice caused.

    Service improvements

    The Council will provide guidance to relevant staff to ensure they set the preference date as the earliest date the applicant was in a reasonable preference category where the priority band remains the same but the reasonable preference category changes. This position should apply unless or until the Council amends its allocation scheme to set out clearly a different position for such cases.

  • London Borough of Tower Hamlets (25 005 243)

    Category: Housing Date: 19-Apr-2026

    Summary

    Ms X complains the Council has not dealt properly with her housing because it has placed her in unsuitable temporary accommodation. The Council is at fault because it did not complete a medical review. Ms X suffered uncertainty and had to live in unsuitable accommodation. The Council should apologise, make a symbolic payment to Ms X and review its processes.

    Service improvements

    Review its processes for monitoring the progress of medical assessments to ensure they are completed.

  • London Borough of Tower Hamlets (24 014 937)

    Category: Housing Date: 14-Jun-2026

    Summary

    Miss X complains the Council failed to deal with a request to review the suitability of her accommodation. Miss X also says the Council failed to assess information she provided it to relevant medical conditions. Miss X says this has resulted in her living in unsuitable accommodation and has affected her mental health. We have found fault in the actions of the Council for failing to complete a suitability review, review medical information passed to it and provide decision letters which included all relevant information. The Council has agreed to write to Miss X to issue an apology, pay her a symbolic payment and complete a service improvement.

    Service improvements

    Review the Ombudsman’s Good Practice Guide: Medical Assessment for Housing Applications and advise the Ombudsman of what action it will take to ensure its practice is in line with the guide.Advise the Ombudsman what action it will take to ensure suitability review requests are picked up and actioned.

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