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 (24 005 131)

    Category: Housing Date: 10-Jan-2025

    Summary

    The Council failed to meet its duty to provide Ms X with interim, or temporary, accommodation when she told the Council she needed to flee her home due to domestic abuse. As a result, Ms X and her children remained living in the property where she reported being at risk of abuse, for fourteen months. The Council also failed to inform Ms X for almost a year that she had been added to the housing register. In recognition of the injustice caused, the Council has agreed to apologise, make Ms X an offer of suitable accommodation, pay Ms X £3,050 and carry out service improvements.

    Service improvements

    The Council has agreed to consider how it can make its processes quicker for providing homeless applicants with their first month’s rent and deposit, particularly given the competitive and fast-paced nature of the private rental market.The Council has agreed to investigate why the homeless person, in this case, was not told they had been automatically added to the housing register, or when their banding changed, and will take action to prevent recurrence of this fault in future.

  • London Borough of Waltham Forest (24 004 818)

    Category: Housing Date: 08-Sep-2024

    Summary

    We have decided not to investigate Ms X’s complaint about the Council’s award of band 3 on its housing register. The Council has upheld the complaint and agreed to remedy the injustice caused by carrying out a fresh review of its decision.

    Service improvements

    The Council will remind relevant staff of the nee to properly explain the reasons for housing register review decisions.

  • London Borough of Waltham Forest (23 019 405)

    Category: Housing Date: 03-Dec-2024

    Summary

    We found fault in the way the Council communicated with the complainant (Miss X) as well as in the Council’s record keeping and complaint handling. This fault caused Miss X injustice. The Council has agreed to apologise, provide some information to Miss X on her housing options and make symbolic payments. The Council has also agreed to carry out some service improvements.

    Service improvements

    The Council will prepare an action plan to improve its record keeping within the Prevention and Assessment Service.The Council will send a full review of its complaint handling processes and system, carried out following the Council’s letter of 5 April 2024.The Council will ensure its Housing and Inclusive Economy Scrutiny Committee review this decision at the next available committee meeting.

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