Service improvements

Birmingham City 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 - 4 of 4 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 (23 008 848)

    Category: Environment and regulation Date: 19-Feb-2024

    Summary

    Mr X complained the Council will no longer return the communal bin for his block of flats to the storage area after collection and expects residents to do this. The Council’s failure to properly consider the issues presented by the lack of dropped kerbs and how this should be addressed is fault. This fault has caused Mr X an injustice.

    Service improvements

    Review its Safe Working Procedure to ensure it reflects current safe working practices.

  • Birmingham City Council (22 015 014)

    Category: Environment and regulation Date: 08-Jun-2023

    Summary

    Miss X complained the Council has failed to provide a replacement pod for her recycling wheelie bin despite her repeated requests. Without the pod Miss X is unable to present paper and cardboard with the rest of her recycling. The Council’s significant delay in providing a replacement pod to enable Miss X to recycle her paper and cardboard waste is fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has also agreed to review the way it responds to requests for replacement pods. This should include how/where it delivers replacement pods, and its communication with residents to ensure they are informed of any delays and the location of their new pod.

  • Birmingham City Council (22 011 865)

    Category: Environment and regulation Date: 11-Apr-2023

    Summary

    The complainant (Mr X) said the Council failed to deal effectively with his reports of the anti-social behaviour (ASB) taking place in the alleyway next to his house. We found fault with the Council for not providing Mr X information on the Community Trigger process and for not making this information available in the Council’s leaflets about ASB. This fault caused Mr X injustice. The Council agreed to apologise, provide Mr X with the information on its Community Trigger process and amend its leaflets.

    Service improvements

    The Council will amend the Council’s leaflets ‘Anti-socialBehaviour: Help and advice for residents in Birmingham’ and ‘What you can do tostop antisocial behaviour’ by including in them information on the CommunityTrigger process and contact details for making an application. The Council shouldprovide us with evidence this has happened.

  • Birmingham City Council (21 008 052)

    Category: Environment and regulation Date: 06-Jul-2023

    Summary

    Mr X complained the Council had not addressed environmental issues affecting him, causing distress and financial loss. We found the Council at fault for delay in action to keep its land free from rats. We recommended it pays Mr X £500 for distress and reimburse him £3460 for costs incurred. Further that it signposts to us in future.

    Service improvements

    The Council will remind complaint handling staff of the Ombudsman’s remit and to signpost to us within a final response where appropriate.

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