London Borough of Redbridge
Annual statistics ?Find out more about annual statistics
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Complaints upheld
77% Complaints upheld by London Borough of Redbridge
77% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
30 upheld decisions
View upheld decisionsAdjusted for London Borough of Redbridge's population, this is
9.6 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 39 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 Redbridge
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 20 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
10% Complaints with satisfactory remedy provided by London Borough of Redbridge
In 10% 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.
3 satisfactory remedy decisions
Statistics are based on a total of 30 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 Redbridge
Redbridge council continues to fail man with severe learning disability
The Local Government and Social Care Ombudsman is this week issuing two separate reports into the way London Borough of Redbridge has failed the family of a 20 year old man with Special Educational Needs.
Boy with Special Educational Needs missed out on education and support because of council errors
The Local Government and Social Care Ombudsman has asked London Borough of Redbridge to audit all children who receive Special Educational Needs provision at a borough school after the council left a boy without the support he needed for more than two years.
Redbridge council left homeless family for too long in B&B
Two London schoolchildren were left in bed and breakfast accommodation for too long by Redbridge council, according to the Local Government and Social Care Ombudsman.
Councils reminded of their duty to homeless families following Ombudsman investigation
Local authorities are being reminded about the need to house homeless families appropriately, following two separate investigations into the London Borough of Redbridge by the Local Government and Social Care Ombudsman.
London council fails boy with special educational needs on multiple occasions
The Local Government and Social Care Ombudsman has asked a London borough to pay for a family holiday as partial remedy for causing a disabled boy to miss out on nearly two years of specialist support.
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: 24 009 410
Category: Children's care services
Sub Category: Other
- The Council agreed to remind relevant staff about the types of complaints which fall under the statutory children's complaints procedure and that the Council must follow that procedure when it applies.
Case reference: 24 004 223
Category: Housing
Sub Category: Homelessness
- The Council will ensure officers dealing with homeless applications check for relevant related cases or information as part of initial inquiries.
- The Council will identify and implement a process to ensure the Council acts on court orders affecting homeless applications in a timely way.
Case reference: 24 003 489
Category: Adult care services
Sub Category: Charging
- The Council will review its policy and/or training to relevant staff with consideration on how to improve the provision of timely information about the potential cost of a placement prior to undertaking its financial assessment process.
- The Council will review its processes so that it can identify when complaint responses have become delayed, and ensure complainants are kept informed on progress.
Case reference: 23 020 194
Category: Housing
Sub Category: Homelessness
- The Council has agreed to reflect on the issues raised in this decision statement and identify any areas of service improvement, specifically around vulnerability assessments, case progression and suitability assessments. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems do not reoccur. This report should be sent to the Ombudsman.
Case reference: 23 020 054
Category: Adult care services
Sub Category: Charging
- Provide guidance to staff to ensure reviews of assessments are carried out at the appropriate time intervals specified in them.
- Review the Care Provider’s action plan and this complaint to identify any other learning and share this with staff.
Case reference: 23 018 365
Category: Housing
Sub Category: Homelessness
- The Council should use this complaint as a case study to review its processes of how it deals with persistent or recurring disrepair reported by complainants. It should explore ways of improving liaison, information sharing and performance monitoring to ensure its managing agents meet the timescales and standards in its service level agreement. It should share a copy of any steps or action plan it makes from this.
Case reference: 23 016 329
Category: Housing
Sub Category: Homelessness
- The Council will review its procedures to ensure complaints about interim accommodation are put through its complaints procedure.
Case reference: 23 014 207
Category: Transport and highways
Sub Category: Parking and other penalties
- Review its policy on footway crossings to make clear that all applications will be considered on their merits and the Council may disapply any of the requirements where there are good reasons for it to do so.
- Provide guidance to staff that reasoning for decisions about applications must be recorded and decision outcome letters must make this reasoning clear to applicants.
Case reference: 23 013 511
Category: Housing
Sub Category: Homelessness
- The Council agreed to review why it took so long to issue a Personal Housing Plan and act to ensure they are issued sooner in the future.
- The Council agreed to review what impact the steps it said it took, and is taking, to improve the number of properties available has, and is having, on homeless applicants known to be living in unsuitable accommodation.
Case reference: 23 010 040
Category: Housing
Sub Category: Allocations
- The Council will review the record keeping for its service users on the social housing register to ensure the record keeping is orderly and the documents are easily accessible.
- The Council will promote a better understanding of the COuncil's duty to make reasonable adjustments for its service users by ensuring the staff from the Council's housing and complaint teams review our Focus Report 'Equal access: Getting it right for people with disabilities' issued in May 2022.
Last updated: 4 April 2015