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 - 1 of 1 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 (23 008 946)

    Category: Planning Date: 20-Feb-2025

    Summary

    Mr X complained the Council failed to properly store important information about a planning agreement with his landlord. This led to an avoidable delay in providing this information. Further, Mr X complained about the Council’s communication and its failure to consider and implement requested reasonable adjustments. He also complained the Council failed to meet its complaint timescales, failed to properly record his complaints, and failed to fully address the complaints he made. We have found the Council at fault for its communication with Mr X and for failing to have due regard to his requested reasonable adjustments. We have also found the Council at fault for its complaint handling and for examples of poor administrative practice. The Council has agreed to apologise, pay a symbolic financial remedy, and provide guidance to staff.

    Service improvements

    The Council will share the findings of the Ombudsman's investigation with relevant officers, along with a copy of the Ombudsman's focus report Equal access: Getting it right for people with disabilities. This is to provide officers with wider examples of faults and good practice concerning reasonable adjustments in service delivery and complaints handling.

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