Service improvements

Allerdale Borough Council

Showing service improvements between 1 April 2021 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 - 4 of 4 cases with service improvements

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

  • Allerdale Borough Council (22 013 762)

    Category: Benefits and tax Date: 09-Aug-2023

    Summary

    Mrs X complained the Council unfairly instructed bailiffs to collect a historic council tax debt without trying to reach her. She says this resulted in her unfairly having to pay bailiff costs. The Council is at fault for failing to send a notice before taking enforcement action. This did not cause any injustice to Mrs X but the Council will take action to prevent reoccurrence.

    Service improvements

    The Council will remind staff that its council tax debt recovery policy requires a notice to be sent to the debtor before enforcement action is taken.

  • Allerdale Borough Council (21 003 948)

    Category: Housing Date: 11-Mar-2022

    Summary

    Mrs X complained about the Council’s decision to end its duty to provide interim accommodation to her son, Mr F between June and November 2020. There was no fault in the Council’s decisions to end its duties during that period. The Council was at fault for failing to provide Mr F with a letter about ending its housing duty and for including flawed information in a letter to him when he was evicted from a property in October 2020. However, those faults did not cause Mr F a significant injustice.

    Service improvements

    The Council agreed to remind relevant officers to ensure they check systems when dealing with homeless applicants for any relevant notices or letters saved on file for the applicant.

  • Allerdale Borough Council (21 001 271)

    Category: Environment and regulation Date: 07-Dec-2021

    Summary

    Mr X complained about the way the Council handled his complaint about his neighbour feeding birds in his garden. There was fault in the Council’s record keeping, communication and complaint handling. The Council agreed to apologise and pay Mr X £100 to recognise the frustration and uncertainty caused.

    Service improvements

    The Council agreed to remind all officers to keep accurate records of statutory nuisance investigations, their decisions and copies of correspondence.The Council agreed to review how it retains all investigation records for review should officers leave their role.

  • Allerdale Borough Council (20 009 818)

    Category: Planning Date: 07-Oct-2021

    Summary

    Mr B says the Council gave him conflicting information about work he needed to undertake to comply with the building regulations, failed to properly inspect his property, interfered with his private proceedings against the builder, wrongly refused to prosecute the builder, failed to respond to his queries and harassed him and his wife. There is no fault in how the Council handled this case with the exception of how it explained its developing position to Mr B and how it responded to his queries. An apology and training for officers is satisfactory remedy.

    Service improvements

    The Council should carry out training for building control officers on documenting reasoning when reaching decisions about what action to take and who to pursue and the need to keep those involved up to date with the Council’s thinking.

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