Service improvements

London Borough of Waltham Forest

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 3 of 3 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 (23 020 327)

    Category: Adult care services Date: 07-Feb-2025

    Summary

    Ms X complained on behalf of her late father Mr Y that the Council commissioned care home put in place one-to-one care and increased Mr Y’s care fees without a review of his care needs or agreement from her or the Council, and evicted Mr Y from the care home for no reason. The Council was at fault for unclear communication on the change in Mr Y’s care needs and did not communicate clearly the cost of Mr Y’s care fees or Mr Y’s move to a new care home. It will apologise and pay Ms X a symbolic payment to acknowledge the uncertainty and distress caused to her, ask the care home to revise Mr Y’s invoices and put service improvements in place.

    Service improvements

    The Council will remind relevant staff to involve relatives in decisions regarding moving care home placements.The Council will review its procedures to ensure it provides in writing relevant information to the service user or their representatives when there is a change in funding arrangements for care home placements.

  • London Borough of Waltham Forest (23 012 930)

    Category: Adult care services Date: 07-Apr-2024

    Summary

    Ms Y complains about the Council’s mistakes in record keeping which impacted its care for her brother. We find the Council is at fault and caused Mr A an injustice. We also consider there is a fault with the time the Council has taken to respond to Ms Y’s complaint. The Council has agreed to apologise and make a payment to Mr A and Ms Y in recognition of this.

    Service improvements

    The Council will remind all relevant staff of the need to ensure that all care plans are reviewed 6-8 weeks after they are signed off, and of its complaints policy timelines.

  • London Borough of Waltham Forest (23 005 845)

    Category: Adult care services Date: 06-May-2024

    Summary

    Mrs X complained the Council mishandled payment arrangements for her mother, Mrs Y’s, care at a care home. We discontinued our investigation. That was because the Council provided a suitable remedy for the injustice. We could not add to the Council’s investigation, and were unlikely to achieve a different outcome.

    Service improvements

    The Council reviewed its complaint handling procedure and provided training for its staff.

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