Service improvements

Birmingham City Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 (25 006 805)

    Category: Housing Date: 27-May-2026

    Summary

    The Council was at fault for the time taken to carry out a suitability review and for providing incorrect information about how to challenge this decision. The Council was also at fault for leaving Mr X’s family in accommodation for two months after it decided the accommodation was unsuitable. To remedy the injustice caused the Council agreed to apologise, make a payment to Mr X and ensure its review letters contained the correct information.

    Service improvements

    The Council will ensure that it’s homelessness review decision letters contain the correct paragraph at the end telling customers that they can challenge the decision in the county court, not by asking for a further review.

  • Birmingham City Council (24 023 321)

    Category: Housing Date: 26-Apr-2026

    Summary

    We find that the Council failed to update its records and activate Miss B’s housing application after informing her in December 2023 that it owed her the main housing duty. This meant Miss B was unable to bid for housing, remained in temporary accommodation for longer than necessary and was put to avoidable time, trouble, and frustration in pursuing the matter. To remedy this, the Council has agreed to apologise and make a payment to Miss B. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to remind relevant staff of the need to promptly update records following the outcome of homelessness reviews.The Council has agreed to review its procedures to ensure that decisions made by homelessness review officers are recorded accurately and promptly across all relevant housing systems.

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