Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2025 and 31 March 2026

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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  • London Borough of Tower Hamlets (23 016 790)

    Category: Other Categories Date: 30-Jun-2025

    Summary

    On behalf of Company J, Mr X complained about how the Council assessed Company J’s application for use of sports facilities. We have found the Council at fault because it did not properly assess Company J’s application, and for failures in complaint handling. This caused uncertainty for Mr X and Company J. We have also found the Council at fault for failing to contemporaneously document how it assigned resources for successful applicants. The Council has agreed to apologise to Mr X and Company J. The Council has also agreed to improve its procedures to prevent these faults occurring in future.

    Service improvements

    The Council has agreed to share a copy of the Ombudsman's Principles of Good Administrative Practice with officers involved in this investigation.The Council has agreed to refine its procedure for reviewing applications and allocating sporting resources to local groups. It will specify that mandatory moderation should take place after applications are scored. It will also specify that decisions on allocating resources are formally documented at the time they are taken, in a manner consistent with the Ombudsman's Principles of Good Administrative Practice.

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