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

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

  • West Northamptonshire Council (22 008 906)

    Category: Housing Date: 22-Mar-2023

    Summary

    We found fault on Mr J’s complaint about the Council failing to respond properly to correspondence and his complaint. An email complaint and some later correspondence were not responded to by the Council. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers of the need to respond and process complaints properly and to respond to correspondence.

  • West Northamptonshire Council (21 015 756)

    Category: Housing Date: 13-Apr-2022

    Summary

    Ms X complained about the way the Council responded when she asked to move house because she was at risk of domestic abuse. This caused Ms X distress. We found fault with the Council. The Council agreed actions to remedy the injustice to Ms X.

    Service improvements

    • Review its approach to joint complaint handling with NPH. Provide the Ombudsman with evidence of what changes it made as a result of this investigation.• Provide evidence of the procedure the Council introduced in relation to cases where the perpetrator is due to be released from prison.• Remind relevant officers of which complaints should be referred to the Local Government and Social Care Ombudsman and Housing Ombudsman.

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