Service improvements

West Northamptonshire Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 2 of 2 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for West Northamptonshire Council as a CSV file.

  • West Northamptonshire Council (22 010 358)

    Category: Benefits and tax Date: 20-Feb-2023

    Summary

    Miss B complained that the Council failed to allocate council tax payments to her account correctly, failed to discover the error for five months despite providing evidence and failed to offer any payment in recognition of the injustice she was caused. We found fault with the Council’s actions. It has agreed to pay Miss B £250 and improve its procedures for the future.

    Service improvements

    The Council has agreed within three months to review the operation of its complaints procedure to ensure responses are providedwithin the required timescales and that officers responding to complaints haveundergone basic training in complaint-handling.

  • West Northamptonshire Council (21 011 872)

    Category: Benefits and tax Date: 05-May-2022

    Summary

    Mr N complains about the Council not providing calculations of his council tax reduction awards. He also complains about the Council’s decision on one of those awards. We uphold the complaint about the calculations. But we have not looked at the substantive issue about the decision. That is because it is a reasonable expectation for Mr N to appeal that decision.

    Service improvements

    The Council will provide clarification to benefits officers of the amount of information they need to provide a taxpayer who requests a detailed breakdown of their council tax reduction calculation.

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