Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

London Borough of Tower Hamlets

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    73% of complaints we investigated were upheld.

    This compares to an average of 77% in similar authorities.

    22 upheld decisions

    Adjusted for London Borough of Tower Hamlets's population, this is
    7 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    8.3 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 30 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 99% in similar authorities.

    Statistics are based on a total of 23 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 5% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    1 satisfactory remedy decision

    Statistics are based on a total of 22 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against London Borough of Tower Hamlets

A young boy with autism, and his family, were denied a parking bay outside their house by London Borough of Tower Hamlets, despite him receiving the highest rate of Disability Living Allowance for his mobility, the Local Government and Social Care Ombudsman has found.

A pregnant woman, who approached Tower Hamlets council for help when she was made homeless, was left in an unfurnished flat, miles from her support network, the Local Government and Social Care Ombudsman has found.

A family and friends foster carer who took on three vulnerable children after their mother was unable to care for them, failed to get council support for the arrangement for six years.

3

Public reports for London Borough of Tower Hamlets

View all

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 23 003 555

Category: Transport and highways

Sub Category: Parking and other penalties

  • The Council will make changes to its website to clarify the discretionary criteria for a personalised parking bay.

Case reference: 23 002 183

Category: Environment and regulation

Sub Category: Other

  • The Council will review the adequacy of the Council’s waste collection and street cleaning services to ensure it delivers services in line with its published timescales and standards.
  • The Council will review and approve the its Draft Waste Management Strategy 2018-2030 to enable staff and its residents to be able to rely on an approved Policy for its waste and street cleaning services.
  • The Council will review why the its complaints procedure was not adhered to. It should also remind its Complaints Team to ensure it responds to the complaints it receives and does so within the timescales set out in its Complaints Policy.

Case reference: 22 016 414

Category: Planning

Sub Category: Planning applications

  • The Council will remind relevant officers to adhere to the Council’s complaints handling policy and timescales. This will help to ensure it communicates with complainants in a clear and timely manner.
  • The Council will remind relevant officers to ensure they are aware they should communicate with complainants (outside of the complaints process), without unnecessary delay. If there are going to be delays, they should keep complainants updated. This will help to ensure people are communicated with in a timely and transparent manner.

Case reference: 22 016 130

Category: Housing

Sub Category: Allocations

  • The Council should send written reminders to relevant housing staff that responsibility lies with the Council to make decisions on whether to award priority for applications, not medical advisors. It should also remind them to ensure decision letters clearly explain how the Council has reached its decision and what account it has taken of evidence provided, as well as the views of its medical advisors.

Case reference: 22 016 112

Category: Housing

Sub Category: Allocations

  • The Council has agreed to review its medical assessment procedure to identify where improvements could be made to speed up the processing of applications.

Case reference: 22 015 039

Category: Housing

Sub Category: Homelessness

  • The Council has agreed to amend all templates for reviewable homelessness decision letters to include details of the email address to which applicants can send review requests.
  • The Council has agreed, when acknowledging a review request, whether by automated email reply or otherwise, to include information about the review process and timescales, including the applicant’s right to go to court if the Council fails to meet the statutory deadline.
  • The Council has agreed to identify and implement a process to enable the Council to pick up and deal with time-sensitive contacts when an officer is off sick or on leave.
  • The Council has agreed to provide training or guidance to all front-line staff to ensure contacts which express dissatisfaction are directed through the correct process, whether this be the Council’s complaint policy or the relevant statutory process.

Case reference: 22 014 970

Category: Adult care services

Sub Category: Transport

  • The Council will remind officers in its Mobility Support Team that, when a decision to refuse a blue badge application is made, it should write to the applicant and provide a detailed explanation of the grounds for refusal.

Case reference: 22 014 062

Category: Environment and regulation

Sub Category: Noise

  • The Council will remind officers of the need to consider whether noise recording equipment should be installed where diary sheets show intermittent noise and make a note where officers decide this is not necessary.

Case reference: 22 013 602

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council will provide guidance to staff working in Adult Social Care to ensure they understand the Council’s duty to meet eligible care needs unless a carer is willing and able to do so.

Case reference: 22 012 077

Category: Education

Sub Category: Special educational needs

  • The Council will review its processes to ensure relevant staff are reminded to keeps parents appropriately informed as to the progress of Education, Health, Care needs assessments.
  • The Council will review its processes to ensure it issues final Education, Health, and Care Plans within statutory timescales and minimises delays, sending guidance to appropriate staff members.

56

Service improvements agreed by London Borough of Tower Hamlets

View all

Last updated: 4 April 2015

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