Service improvements

West Northamptonshire Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 1 of 1 cases with service improvements

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

  • West Northamptonshire Council (22 016 330)

    Category: Benefits and tax Date: 18-Jun-2023

    Summary

    Mrs C complained the Council made a series of mistakes when it processed an application she made for her business to receive an Additional Restrictions Grant in January 2022. We upheld the complaint finding the Council sent a series of inadequate and inaccurate messages to Mrs C before closing her application. We found that but for the fault in those communications, the application may have succeeded. The Council has accepted these findings and agreed recommendations to remedy this injustice, set out at the end of this statement. The Council has also agreed to take action to identify others similarly affected by the mistakes identified in this case.

    Service improvements

    The Council agreed to undertake a review of 79 decisions it took to refuse businesses payments from the Additional Restrictions Grant scheme to support businesses impacted by COVID-19, following the January 2022 funding round (which closed in March 2022). This was to consider if any other businesses were wrongly refused grants because they were not trading in 2019.If any were identified and the business was still trading, the Council agreed to either make a payment equivalent to the grant award it should have paid at the time, or request any such further evidence it should have asked for at the time to consider making such a payment (and to give any business affected 20 working days to provide this).The Council also agreed to consider all cases where it received an expression of dissatisfaction from a business following the January 2022 Additional Restriction Grant funding round. This was to check if the business received a reasoned response to their representations and / or was signposted to the Council's complaint procedure.The Council agreed to consider if any representations not properly handled at the time should have led to a reconsideration of the grant award. It would then either make a payment equivalent to the award it should have paid at the time, or request any such further evidence it should have asked for at the time to consider making such a payment (and to give any business affected 20 working days to provide this).

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