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 - 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 (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.

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