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 11 - 15 of 15 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 (24 008 161)

    Category: Planning Date: 28-Oct-2025

    Summary

    Mr X complained the Council failed to properly allocate address numbering to a development and about how it dealt with his complaint. We have found delay and poor complaint handling causing Mr X frustration and uncertainty. The Council agreed to apologise and make a symbolic payment to Mr X and take action to resolve the issue and avoid a recurrence.

    Service improvements

    The Council will review the street naming and numbering application and associated process to identify what changes are needed to avoid a repetition of the accepted issue on the ground at other new developments.The Council will consult with all affected residents about the options for the naming and/or numbering of the development (the consultation should follow the relevant best practice guidance and ensure all affected residents including those with disabilities are able to fully engage in the process). The Council will reach a decision about what, if any, action the Council proposes to take and advise residents accordingly. The Council should complete any changes within a reasonable time period.The Council should provide the Ombudsman with a copy of its Street Naming and Numbering Policy, its new Corporate Complaints Procedure and Reasonable Adjustment Policy once these policies have been approved

  • London Borough of Tower Hamlets (24 005 075)

    Category: Environment and regulation Date: 21-May-2025

    Summary

    There was fault in the way the Council responded to the complainant’s reports of anti-social behaviour (ASB) in her building. The Council did not give proper consideration to the complainant’s needs or to its full toolkit of powers for tackling ASB, did not follow its own ASB policy as a landlord, made a series of errors in undertaking an ASB case review, and delayed updating its risk assessment of the complainant and responding to her formal complaint. This caused distress and frustration to the complainant, for which the Council has agreed to apologise and offer a financial remedy. The Council has also agreed to undertake a new ASB case review and circulate guidance to relevant staff on the ASB case review process.

    Service improvements

    The Council should circulate detailed guidance to all relevant staff, to ensure they understand the purpose and process of an ASB case review.

  • London Borough of Tower Hamlets (24 004 562)

    Category: Housing Date: 06-May-2025

    Summary

    The Council was at fault for delays dealing with Mr X’s homelessness application. Its failure to give Mr X accurate information meant he missed out on accommodation. As a result, he and his family have been living separately among friends and family for over a year. To remedy this injustice, the Council has agreed to apologise, provide accommodation and make payments to Mr X.

    Service improvements

    The Council has agreed to stop the practice of offering financial remedies as “full and final settlement” of a complaint, conditional on the complainant closing or withdrawing their complaint or not complaining to the Ombudsman.

  • London Borough of Tower Hamlets (24 003 768)

    Category: Children's care services Date: 10-Aug-2025

    Summary

    Mr X complained the Council’s investigation of a complaint he made through the statutory children’s complaint process, was flawed at both stage two and stage three. The Council was at fault as the statutory complaint procedure was flawed. The Council will apologise to Mr X for the avoidable frustration and uncertainty he was caused and conduct a new investigation of his complaint.

    Service improvements

    The Council will provide the Ombudsman with a copy of the operational guidance for frontline staff regarding covert recordings which will provide clear procedures and expectations to ensure consistent and transparent practice.

  • 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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