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 - 7 of 7 cases with service improvements

Export results (CSV)

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

  • Birmingham City Council (22 007 501)

    Category: Transport and highways Date: 10-Jan-2023

    Summary

    Mr X complained the Council had failed to charge him in line with the advertised price when he paid for parking by phone. The Council failed to ensure its parking signs contained the correct information for all charges. The Council has agreed to apologise for Mr X, make changes to the signs to ensure they are correct and improve its complaint handling.

    Service improvements

    The Council must arrange and provide complaint handling staff with training to ensure staff provide full explanation in its responses.

  • Birmingham City Council (22 007 269)

    Category: Transport and highways Date: 25-Jan-2023

    Summary

    We found fault in the way the Council handled the complainant’s (Mr X) Penalty Charge Notices (PCNs) after his registration plate was cloned. This resulted in the enforcement action against Mr X, which caused him and his wife prolonged and severe distress. The Council agreed to apologise to Mr X and to make a payment of £500 to recognise the negative impact of the Council’s fault on Mr X and his family.

    Service improvements

    The Council will ensure all members of the staff dealing withPenalty Charge Notices and their managers review ‘Birmingham City Council Guidelines for the consideration of representations and cancellation of Penalty Charge Notices(PCNs) issued for being in a Clean Air Zone (CAZ)’ version 3. The Council will provide us with the evidence this has happened.

  • Birmingham City Council (22 005 096)

    Category: Transport and highways Date: 16-Oct-2022

    Summary

    Ms X complained about how the Council decided to refuse her application for a dropped kerb. The Council was at fault in how it communicated its decision to Ms X and how it publicised its approach to dropped kerbs where there is street furniture in the way. It was not at fault in how it decided to refuse Ms X’s application. The fault caused Ms X frustration and meant she had to go to time and trouble to pursue a complaint with the Council. The Council will make a symbolic payment to Ms X, confirm it has issued its new policy on dropped kerbs and update its website.

    Service improvements

    The Council will confirm to the Ombudsman it has issued its policy on dropped kerb applications and carried out staff training on that policy.The Council will update its website to reflect its new policy on dropped kerb applications. This should include that the Council requires a clearance distance, typically 45cm, from obstructions like telephone poles. It should also include that applications for a dropped kerb may be refused if such a distance is not possible.

  • Birmingham City Council (22 003 882)

    Category: Transport and highways Date: 08-Aug-2022

    Summary

    The Council failed to provide evidence of compliance with recommendations previously made by the Ombudsman within the agreed timescale. In the original complaint, we found fault with the Council for assessing Mr and Mrs C’s dropped kerb application against a draft, unpublished policy. The Council agreed to reassess their application and pay a financial remedy. The Council did not complete the agreed remedies within the required time. The Council had agreed to apologise to Mr and Mrs C and install their dropped kerb without delay

    Service improvements

    Review its internal procedure for ensuring compliance with, and providing evidence of, any future recommendations made by the Ombudsman.

  • Birmingham City Council (21 013 125)

    Category: Transport and highways Date: 14-Jun-2022

    Summary

    Mr X complained the Council failed to respond to his representations against four Penalty Charge Notices (PCNs) for entering a Clean Air Zone. The Council failed to both consider and respond to Mr X’s representations which was not in line with relevant regulations. To remedy the frustration and uncertainty this caused Mr X, the Council agreed to cancel the PCNs and refund Mr X the £240.00 fees he paid.

    Service improvements

    The Council agreed to provide us with an explanation of the interim measures it has taken to ensure it considers representations against paid Penalty Charge Notices while it fixes a software issue which currently prevents this.

  • Birmingham City Council (21 011 871)

    Category: Transport and highways Date: 23-Jun-2022

    Summary

    Mrs X complained the Council unfairly charged her for driving in a Clean Air Zone and did not consider her representations against the charge. We find the Council at fault for how it responded to Mrs X’s representations. We recommend the Council apologise to Mrs X, cancel and refund her penalty charge notice (PCN), and provide evidence of action taken to prevent recurrence.

    Service improvements

    The Council will implement a new process to ensure cases are re-opened upon submission of representations within 28 days following payment of a penalty charge notice.

  • Birmingham City Council (21 010 088)

    Category: Transport and highways Date: 07-Apr-2022

    Summary

    Mr and Mrs C complained the Council refused their application for a dropped kerb. They said this caused them inconvenience because there was limited road parking. The Council was at fault for assessing their application against a draft, unpublished policy and this caused them injustice. To remedy this injustice, the Council will reconsider their application based on the policy in place at the time.

    Service improvements

    Until the Council approves and publishes a new policy for dropped kerbs, it should make all decisions in line with the dropped kerb policy currently approved and on its website.The Council will advertise on their public domain for six months the following: “Birmingham City Council is inviting all rejected grass verged footway crossing applications (dated between 01 January 2021 to 14 March 2022) to request reconsideration of their application under the criteria advertised at the time. It will also advise those who had a grass verged footway crossing application rejected, to request a refund of their application fee.”

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings