Service improvements

Birmingham City 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 - 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 (21 018 573)

    Category: Environment and regulation Date: 25-Oct-2022

    Summary

    Mr X complains about how the Council investigated his complaints of smoke nuisance. The Council is at fault as its communication with Mr X lacked clarity and led him to believe it could investigate the complaints as a statutory nuisance. This raised his expectations and caused avoidable time and trouble to him. The Council has agreed to remedy this injustice by apologising to Mr X and making a payment of £150.

    Service improvements

    Seek legal advice on the implications of the Environment Act 2021 for investigating complaints of smoke nuisance and consider how it should investigate such complaints in light of that advice.

  • Birmingham City Council (21 018 046)

    Category: Environment and regulation Date: 04-Aug-2022

    Summary

    Miss X complained the Council has repeatedly failed to collect her recycling on the scheduled days, whilst collecting her neighbours. The Council’s repeated failure to collect Miss X’s recycling or to explain the reason for this by tagging the bins or engaging with Miss X amounts to fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has agreed to remind depots of the need for collection crews to tag contaminated bins so that residents are immediately aware of the reason for non-collection.

  • Birmingham City Council (21 011 093)

    Category: Environment and regulation Date: 28-Jun-2022

    Summary

    Mr X complained about the Council’s failure to deal with his neighbour’s high hedge. The Council was at fault for avoidable delay and poor communication. The Council will apologise to Mr X and pay him £100 for the frustration and additional time and trouble caused. The Council will reconsider whether further action is needed to address the high hedge and review its processes.

    Service improvements

    The Council will review its process in dealing with high hedge complaints to ensure it is clear what action should be taken and the issues that should be considered, particularly where there is non-compliance with a remedial order and a decision is needed about whether enforcement action is needed. It will provide staff training or guidance to ensure all relevant staff are aware of the process and any changes made to it as a result of the review.The Council will consider developing an information sheet so complainants know what to expect and the factors the Council will consider in dealing with high hedge complaints.

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