Service improvements

London Borough of Waltham Forest

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 7 of 7 cases with service improvements

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

  • London Borough of Waltham Forest (22 006 798)

    Category: Housing Date: 08-Dec-2022

    Summary

    There was fault by the Council. Officers delayed responding to emails from the Police and failed to keep acceptable written records after an incident of anti-social behaviour. The Council’s apology, review of procedures and payment towards Miss X’s distress remedies the injustice caused directly by the Council’s fault.

    Service improvements

    The Council should provide evidence to show how it has used the learning from the case to inform training for staff and review procedures.

  • London Borough of Waltham Forest (21 018 485)

    Category: Housing Date: 25-Sep-2022

    Summary

    The Council failed to demonstrate that it had engaged with Ms X’s evidence during two reviews of Ms X’s medical priority when she applied for an extra bedroom on the grounds of her child’s disability. The Council did not refer to her child’s medical issues until its third review of her banding. This put Ms X to time and trouble in making multiple applications. The Council has agreed to our recommendations for a financial remedy and service improvements to reflect the injustice caused by this fault.

    Service improvements

    The Council has agreed to show it has reminded its housing officers that: the Council should make its own decisions on medical priority and demonstrate that it has considered the recommendations of the medical assessor in the context of the Council's allocations scheme;its priority banding review decisions should say clearly why the Council has reached its decisions with reference to the evidence and its allocations policy; and the importance of the Council's banding decisions assessing and responding to any risks identified by applicants that arise from the property.

  • London Borough of Waltham Forest (21 015 188)

    Category: Housing Date: 25-Apr-2022

    Summary

    Miss X complained about the Council’s lack of support with her homelessness after she fled domestic abuse. The Council was at fault. It did not make proper enquiries about her situation, nor assess whether the private rented property she later found was affordable, nor send her a formal letter ending its housing duty after the tenancy started. It was also at fault for not communicating properly about the financial support it could provide and a delay in providing it. It should apologise, pay Miss X £1,800 to remedy the period she was in unsuitable accommodation, and take action to prevent recurrence.

    Service improvements

    The Council will remind relevant staff about its Homeless Prevention Fund process and, in particular, the need to clearly advise applicants they must not enter any binding agreements or pay any money without confirmation the Council will pay the deposit and first month's rent in advance.The Council will remind relevant staff of the need to ensure appropriate checks are made before ending the (homelessness) relief duty and ensure its decision is confirmed in writing, with information about review rights.

  • London Borough of Waltham Forest (21 015 170)

    Category: Housing Date: 25-Nov-2022

    Summary

    The Council delayed in determining a homelessness application and subsequent review. While there was no fault in the Council’s decision not to provide accommodation during this time, the delay caused greater distress. The Council also delayed in visiting Ms X’s property and taking action in respect of disrepair. A suitable remedy has been agreed.

    Service improvements

    Remind staff of the importance of keeping to timescales when making homelessness decisions.Review procedures within Regulatory Services in respect of when to close cases and how to notify tenants of this.

  • London Borough of Waltham Forest (21 015 032)

    Category: Adult care services Date: 31-Jul-2022

    Summary

    The Council is failing to meet all Ms C’s eligible adult social care needs as an adult with a learning disability. This failure is negatively affecting Ms C’s relationship with her child and places a burden on her parents to provide constant support. The Council will apologise, make a symbolic payment, meet with the family, arrange appropriate support, and review its processes to improve future service.

    Service improvements

    consider any lessons learned about how to meet the needs of a parent with learning disabilities. The Council should review whether any changes are needed to relevant policies, staff guidance and staff training to reflect any lessons learned about sourcing bespoke provision and meeting needs that are not the generic ones they normally meet.

  • London Borough of Waltham Forest (21 013 962)

    Category: Environment and regulation Date: 08-Jun-2022

    Summary

    Mr B complains the Council leaves his wheeled bin blocking his garden path. Mr B does not have an assisted bin collection and so the Council is not required to return the bin to a specific location. The requirement is to return the bin to within the property boundary, and the garden path meets this requirement. The Council has tried to meet Mr B’s preference, but sometimes fails to do so. I find the Council at fault for not explaining the service requirements to Mr B and not managing his expectations; the Council will apologise.

    Service improvements

    remind relevant staff to be open and honest with citizens about the requirements of its services.

  • London Borough of Waltham Forest (21 009 309)

    Category: Housing Date: 02-Aug-2022

    Summary

    There was no fault in how the Council assessed Mr X’s medical priority for housing. The Council was at fault for reducing Mr X’s priority on its housing register in July 2021. The Council also failed to consider whether Mr X was homeless or threatened with homeless. The Council has agreed actions to remedy the injustice this caused Mr X and improve its service.

    Service improvements

    The Council has agreed to remind relevant staff that decisions should be recorded with sufficient detailto be able to inform future decisions and actions.The Council has agreed to ensure frontline staff are aware that a homeless application can be made to anydepartment and refer people who indicate they may be homeless or threatenedwith homelessness to the relevant department and provide guidance or training asnecessary.

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