Service improvements

Birmingham City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 Birmingham City Council as a CSV file.

  • Birmingham City Council (24 005 151)

    Category: Environment and regulation Date: 13-Mar-2025

    Summary

    Mr B complained the Council has repeatedly failed to collect his waste on the scheduled collection days, and the Council’s online platform to report missed collections is not fully accessible for disabled people. The Council was at fault for the continued failure to collect Mr B’s waste on the scheduled days. It was also at fault for the failure to address all Mr B’s concerns in its response to his complaint. Because of the fault, Mr B suffered frustration and uncertainty, and it meant he continued to contact the Council to report the missed collections. The Council has agreed to apologise to Mr B, make a symbolic payment, and issue a staff briefing.

    Service improvements

    The Council will issue a staff briefing to remind relevant staff of the importance of effective complaint responses and addressing all concerns raised by service users within them. This will help to ensure service users get a clear and full response to their complaints, ensuring all problems are addressed and prevent future complaints.

  • Birmingham City Council (23 019 891)

    Category: Environment and regulation Date: 24-Apr-2024

    Summary

    We will not investigate this complaint about the Council failing to provide a replacement pod insert for the complainant’s recycling bin. The Council has now taken satisfactory action to address the complaint.

    Service improvements

    In response to our enquiries asking for an update on when the replacement recycling bin pod inserts would be delivered, the Council said it would be delivered that day.

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