Service improvements

London Borough of Waltham Forest

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 5 of 5 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for London Borough of Waltham Forest as a CSV file.

  • London Borough of Waltham Forest (21 001 977)

    Category: Education Date: 27-Oct-2021

    Summary

    The Council was at fault when it failed to find a suitable school placement for Mr X’s son, S, who has an Education, Health and Care Plan. It also failed to provide S with suitable alternative education and communicated poorly with Mr X. The Council has agreed to apologise to Mr X, pay him £4,500 to remedy the injustice to both him and his son, and make service improvements.

    Service improvements

    The Council agreed to remind relevant staff that they have a duty to ensure that suitable alternative educational provision is made for children who are deemed otherwise unable to attend school and that this should be full-time or its equivalent unless inappropriate for the child.The Council agreed to remind relevant staff that they should remain in communication with parents when consulting with schools ensuring parents are made aware of the schools being consulted with and the outcome of the consultations.

  • London Borough of Waltham Forest (20 011 297)

    Category: Housing Date: 30-Sep-2021

    Summary

    The Council’s failure to review Ms X’s Personalised Housing Plan and failure to offer interim or temporary accommodation is fault. The Council has agreed to apologise, pay Mr X £1925, and take action to improve its service.

    Service improvements

    The Council has agreed to remind relevant staff that Personalised Housing Plans must be kept under reviewand updated, as a minimum, with any change in duty.The Council has agreed to remind relevant staff of the importance of recording any discussion of anddecisions about offers of interim and temporary accommodation.

  • London Borough of Waltham Forest (20 009 614)

    Category: Housing Date: 07-Feb-2022

    Summary

    Miss X complains about the Council’s handling of her requests for help with housing since she became homeless while pregnant and fleeing violence. The Council was at fault for not acting on Miss X requests for help in line with legislation, which led to Miss X being forced to move out of the area and give up her job. The Council’s offer of redress did not go far enough to remedy the injustice caused. It has agreed to provide the enhanced remedy we recommended to Miss X, reviews its procedures and complete a quality review of a sample of its housing cases.

    Service improvements

    Remind relevant staff of low threshold for accepting homelessness applicationsComplete quality review of a sample of records to check information has been fully recordedReview internal procedure to ensure regular quality monitoring of a sample of records for all housing officers takes place

  • London Borough of Waltham Forest (20 009 004)

    Category: Housing Date: 17-Aug-2021

    Summary

    Mr X complained about the actions of the Council and its contractors when they investigated allegations of harassment made by his partner’s tenant. He is also dissatisfied with the way the Council investigated his complaints. We found the Council was at fault and this caused injustice to Mr X. The Council has agreed to provide a suitable remedy.

    Service improvements

    The Council will remind officers who investigate complaints that the Council is responsible for any errors or omissions by contractors who carry out functions on its behalf.

  • London Borough of Waltham Forest (18 016 503)

    Category: Children's care services Date: 22-Jun-2021

    Summary

    Ms B complained about how the Council handled various matters in relation to her grandson who was accommodated by the Council. The Council failed to follow the right process when investigating the concerns about one of the placements and did not investigate the concerns about the second placement, made decisions about contact without involving Ms B when she retained parental responsibility for her grandson, gave Ms B misleading information about the options the Council was considering and when a placement planning meeting would take place, failed to properly document its decision-making, produced inaccurate documents and failed to properly consider her complaint. An apology, payment to Ms B and training for officers is satisfactory remedy.

    Service improvements

    The Council will carry out training for social workers on section 20 placements and what that means in terms of involving those with parental responsibility in decision-making, particularly around contact.The Council will carry out training for social workers on the procedure to follow when concerns have been raised about treatment of young people in placements.The Council will remind officers of the need to ensure detailed case recordings are made to explain the Council’s decision-making when identifying a suitable placement, including a record of why alternative placements have not been considered appropriate.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings