London Borough of Haringey
Annual statistics ?Find out more about annual statistics
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Complaints upheld
88% Complaints upheld by London Borough of Haringey
88% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
36 upheld decisions
View upheld decisionsAdjusted for London Borough of Haringey's population, this is
13.8 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 41 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 Haringey
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 29 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
17% Complaints with satisfactory remedy provided by London Borough of Haringey
In 17% 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.
6 satisfactory remedy decisions
Statistics are based on a total of 36 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 Haringey
Councillor’s decision to put brakes on housing development flawed, says Ombudsman
A Haringey man was left in limbo for six years while the council decided whether to buy his house and develop the land around it, the Local Government and Social Care Ombudsman heard.
Family of disabled boy left without housing adaptations because of council delay
Haringey council took so long to complete adaptations to a disabled boy’s home that he had outgrown the proposals, a Local Government and Social Care Ombudsman investigation has heard.
Homeless Haringey family left in bed and breakfast accommodation because of council errors
A Haringey mother of six has been living in bed and breakfast accommodation since February 2020 because her local council did not do enough to prevent her from becoming homeless, the Local Government and Social Care Ombudsman has found.
Young family left homeless by Haringey benefits blunder
A young family, including a disabled child, had to leave their home following a miscalculation of their housing benefits by London Borough of Haringey, reports the Local Government and Social Care Ombudsman.
Haringey and Islington councils criticised for how they recovered business rate debts
The Local Government and Social Care Ombudsman has criticised two London councils for the way they tried to recover historic business rate debts.
Homeless family left in damp and cockroach-infested properties by London council
London Borough of Haringey did not deal properly with disrepair issues at the two properties where it placed a homeless family, the Local Government and Social Care Ombudsman found.
Family housed in London tower block had no cold water
The Local Government and Social Care Ombudsman has criticised a London council after it placed a young homeless family in a tower block with no cold water and a lift that only worked infrequently.
Haringey family re-housed thanks to Ombudsman investigation
A disabled Haringey woman and her family have been re-housed after a Local Government Ombudsman (LGO) investigation ensured that a council put right errors it had made processing her housing application.
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: 24 012 725
Category: Transport and highways
Sub Category: Parking and other penalties
- The Council will remind officers that they can always correspond about a Penalty Charge Notice at any stage and there is discretion to cancel a Penalty Charge Notice, where appropriate.
Case reference: 24 008 874
Category: Adult care services
Sub Category: Domiciliary care
- The Council will review its record keeping to ensure it consistently records all Mental Capacity assessments carried out for people for whom the Council provides care services.
- The Council will ensure there is a clear process in place when a person for whom the Council provides care services lacks mental capacity and has nobody to take decisions about their welfare or finances. All social workers and their managers will be trained in this process.
Case reference: 24 006 498
Category: Adult care services
Sub Category: Other
- The Council was at fault for delay in chasing up the Department for Work and Pensions' (DWP) response to its application to become the financial appointee; for failing to act when it became aware there were isues with the application; and for poor communication with the previous financial representative.The Council will explore why such significant periods of time elapsed before it chased the DWP for a response to its application to become responsible for the benefits payments. It will also explore why it failed to identify and act on the issues with its application to the DWP. The Council will identify what steps it needs to take to prevent similar fault in future and send the Ombudsman an action plan setting out what those steps are and when it will complete them by.
Case reference: 24 005 438
Category: Housing
Sub Category: Allocations
- The Council was at fault for not completing a review of its decision on a housing allocations banding. The Council will remind relevant staff to keep people informed where it is likely to, or has, missed a deadline it has set for itself to complete an action as a result of a complaint.
- The Council identified other people who have also been affected by the delay in completing council housing allocation review requests. The Council will provide the Ombudsman with an update on its progress clearing the backlog of the review requests.
Case reference: 24 003 972
Category: Housing
Sub Category: Homelessness
- The Council has agreed to provide training or guidance to relevant staff on making decisions about medicalpriority and housing needs resulting from medical conditions, using thisdecision as an example and with reference to LGSCO's guidefor practitoners.
- The Council has agreed to remind relevant staff that the Council has discretion to address overcrowdingas well as risk when approving a management transfer and ensure records showthe Council has considered whether to exercise this discretion.
- The Council has agreed to amend the decision review process for management transfer applications toensure the Council tells applicants about their statutory review rights, as setout in the Housing Act 1996.
Case reference: 24 003 176
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will issue a reminder to relevant staff of the importance of reviewing care plans in line with the Care Act 2014 and particularly when someone’s needs may be changing rapidly.
- The Council will review its procedures to ensure care plan review requests are correctly monitored.
- The Council will review its guidance to care providers about how to respond to changing care needs and how to initiate reviews of care plans as necessary.
- The Council will review its procedures to ensure that carers assessments are completed in accordance with the statutory guidance.
Case reference: 24 001 174
Category: Education
Sub Category: Alternative provision
- Remind staff of the Council’s responsibility to objectively consider the suitability of education arranged by a school for a child who cannot attend because of health problems.
- Remind staff of the Council’s duty to carry out annual reviews within 12 months of the issue of final Education, Health and Care Plans.
- Remind staff of the Council’s duty to ensure a child or young person with an Education, Health and Care Plan receives the special educational provision as set out in the plan.
- Remind staff to adhere to the council’s complaints procedure
Case reference: 24 000 058
Category: Housing
Sub Category: Allocations
- •Remind relevant staff of the importance of effective complaint handling.
Case reference: 23 018 546
Category: Adult care services
Sub Category: Transition from childrens services
- By training or other means, share the learning from this complaint with relevant officers. This is to ensure they are aware of the Council’s duty to carry out the transition assessment when it is of significant benefit to the service user, to carry out the assessment within a reasonable timescale and to consider co-ordinating the transition assessment with an EHC plan annual review where applicable.
- Review its procedures for stopping children’s services direct payments when the service user turns 18 to ensure checks are made to prevent direct payments being ended if an adult care package is not yet in place. This is to prevent a gap in provision between children’s and adult care services.
- Review its complaint handling procedures to track when complaint responses are sent to the complainant. This is to ensure officers are aware a response has been issued
Case reference: 23 018 436
Category: Housing
Sub Category: Homelessness
- The Council has agreed to provide training or guidance to relevant officers on the procedures to follow when an applicant has been selected for a direct let. In particular, it will ensure officers properly consider any bids the applicant makes.
Last updated: 4 April 2015