Service improvements

Birmingham City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 3 of 3 cases with service improvements

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

  • Birmingham City Council (24 020 825)

    Category: Benefits and tax Date: 19-Jun-2025

    Summary

    We will not investigate this complaint about the Council’s decision on Mr X’s housing benefit entitlement. This is because Mr X has the right to appeal to a Tribunal and the Council agreed to restore Mr X’s appeal rights to enable him to appeal.

    Service improvements

    The Council also agreed to remind officers to refer cases to its appeals team if disputed decisions are not changed following a reconsideration request

  • Birmingham City Council (24 014 669)

    Category: Benefits and tax Date: 04-Sep-2025

    Summary

    Mr C complained that the Council unreasonably tried to recover a council tax debt from him, 14 years after the debt arose and without any prior notification. We have not found fault with the decision to recover the debt, but we have found fault with the lack of information provided to Mr C about the debt before it sent a summons and when he disputed it. This resulted in two summons being sent without explanation for the debt, which caused Mr C distress. The Council also delayed in responding to Mr C’s stage one complaint. The Council has agreed to apologise to Mr C, pay him £250 and improve its procedures for the future.

    Service improvements

    The Council has agreed to remind staff in the case of historic debts, that the officer will review the circumstances and attempt to make contact with the liable party (by email, telephone or letter) so they can clarify the reasons for pursuing the debt and the officer will record notes of any discussion. Officers will then take appropriate action which may include withdrawing the summons and costs and allowing the liable person to make a payment arrangement.

  • Birmingham City Council (24 012 230)

    Category: Benefits and tax Date: 28-May-2025

    Summary

    Ms X complained the Council took recovery action for council tax she did not owe for a property she previously lived in. She also complained its communication with her was poor. We found fault by the Council on both matters. As a result Ms X was caused unnecessary distress and inconvenience. The Council agreed to apologise to Ms X and make her a symbolic payment in recognition of the injustice caused.

    Service improvements

    The Council will ensure that emails to its council tax department receive an automated acknowledgement, so senders know they have been received. The automated acknowledgement should make clear that senders should call the council tax department if a matter is urgent.The Council will share a copy of this decision with council tax staff to identify learning from this complaint.

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