London Borough of Ealing
Annual statistics ?Find out more about annual statistics
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Complaints upheld
76% Complaints upheld by London Borough of Ealing
76% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
26 upheld decisions
View upheld decisionsAdjusted for London Borough of Ealing's population, this is
7 upheld decisions per 100,000 residents.The average for authorities of this type is
8.2 upheld decisions per 100,000 residents.Statistics are based on a total of 34 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by London Borough of Ealing
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 15 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
27% Complaints with satisfactory remedy provided by London Borough of Ealing
In 27% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 12% in similar authorities.
7 satisfactory remedy decisions
Statistics are based on a total of 26 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against London Borough of Ealing
Ealing council wrongly turned away a pregnant woman who approached it for help with housing, despite police and other agencies saying it was not safe for her to return to her tenancy in another area.
Ombudsman criticises Ealing council for leaving family in flat with faulty windows
Ealing council has been criticised by the Local Government and Social Care Ombudsman for leaving a young homeless family in a 10th floor flat with faulty windows for nearly 18 months.
Councils urged to check information sharing agreements following complaint
Councils are being urged to check they have adequate information sharing agreements with their service providers, after one council was not able comply with an agreed Ombudsman remedy because it could not get hold of the data needed.
Council criticised after care workers fail to spot vulnerable woman’s serious sores
Ealing council has agreed to review whether it works with a home care provider in future after it was found to have falsified records during an Ombudsman investigation.
London council fails to support vulnerable mother properly
London Borough of Ealing did not carry out adequate assessments of the support a disabled mother needed when her young son moved from nursery to school, the Local Government and Social Care Ombudsman has found.
Homeless family left in crowded conditions while council delayed making decision
A mother and her five children were accommodated in a damp and mouldy single bedroom, too small for the number of people, by Ealing council while it took too long to decide their homelessness status.
Shortcomings in partnership between London councils leaves victim of domestic abuse in limbo
There was a lack of effective partnership working between two west London authorities when supporting a woman at risk of domestic violence, says a Local Government Ombudsman report.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 008 364
Category: Education
Sub Category: School transport
- Remind all officers who carry out transport appeals, and those who send decision letters, of the requirement to consider all the evidence presented and properly record and evidence how it reached the decision, in line with statutory guidance.
- Remind officers that applications on SEN /disability / mobility grounds must consider health, safety, sensory and behavioural difficulties and not just physical mobility problems when deciding if a child is able to walk to school.
Case reference: 24 002 632
Category: Housing
Sub Category: Allocations
- the Council has agreed to remind all reviewofficers to make sure they refer to the correct version of the housingallocations policy and not use out of date review letter templates
Case reference: 24 000 008
Category: Adult care services
Sub Category: Domiciliary care
- The Council will consider why the miscommunication that led to the Council's delay in arranging a new care provider for the complainant's mother occurred. The Council will identify any steps that are needed to prevent the fault happening again in future. It will send the Ombudsman details of those actions, when they will be completed by, and who is responsible for them.
Case reference: 23 017 512
Category: Education
Sub Category: Special educational needs
- The Council will share the Ombudsman's decision and a copy of our focus report Out of school, out of sight? with relevant officers, to emphasise the Council's section 19 duties and identify wider learning.
Case reference: 23 013 270
Category: Education
Sub Category: School transport
- The Council agreed to remind its staff that members of the public may submit corporate complaints about the quality of service they received regardless of any appeals they submitted. In those cases, the Council should still consider the corporate complaint as per its travel assistance policy.
Case reference: 23 011 160
Category: Housing
Sub Category: Allocations
- The Council will develop an action plan to reduce any delays in completing housing reviews and to ensure these can be completed within the eight weeks recommended by statutory guidance.
Case reference: 23 007 815
Category: Planning
Sub Category: Planning applications
- The Council will review how planning queries are responded to and implement processes to ensure they do not go unanswered.
Case reference: 23 005 023
Category: Planning
Sub Category: Enforcement
- The Council agreed to remind officers of the need to record concerns raised by neighbours making representations so these are available for the decision maker.
- The Council agreed to remind officers of the need to clearly record any agreement reached with those making representations about site visits.
- The Council agreed to review why her complaint did not follow the timescales set out in the complaint procedure, so these failures are not repeated in future.
Case reference: 23 004 153
Category: Adult care services
Sub Category: Disabled facilities grants
- The Council has agreed to produce a joint service agreement and/or operating procedure for social care andthe adaptations service which clearly identifies how each service contributesto delivering DFGs and ensures services work together to provide a joined-upand timely service to Disabled people.
- The Council has agreed to produce a leaflet or other form of information to provide DFG applicants which sets out the process and what the applicant can expect, likely timescales, the services involved and who has oversight or is the main point of contact throughout the application.
- The Council has agreed to provide training or guidance to staff responsible for responding to stage two complaints about the Council’s expected timescales, keeping complainants informed, and giving complaints appropriate priority.
- The Council has agreed to identify and implement a means of ensuring the Council keeps sufficient central oversight of complaints to identify and address delays responding.
Case reference: 23 010 991
Category: Adult care services
Sub Category: Domiciliary care
- The Council has agreed to identify the action it is going to take to ensure it always produces a care and support plan when it has identified eligible care needs.
- The Council has agreed to identify the action it is going to take to ensure officers respond to requests for information from care providers
- The Council has agreed to identify the action it is going to take to ensure officers are aware that self-funders do not need to share their financial information if they are happy to fund their own care.
- The Council has agreed to identify the action it is going to take to ensure people receiving care and support know what they need to do if they want to make changes to their care arrangements.
- The Council has agreed to identify the action it is going to take to ensure care workers do not make informal arrangements with clients about when they will attend.
Last updated: 4 April 2015