Service improvements

Brighton & Hove City Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 1 of 1 cases with service improvements

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  • Brighton & Hove City Council (24 017 916)

    Category: Environment and regulation Date: 02-Oct-2025

    Summary

    Ms X complained the Council wrongly issued her with a Fixed Penalty Notice regarding commercial waste when she does not run a business. Ms X says this has cost her financially, through payment of the penalty and loss of income. She said this also caused her distress. There was fault in the way the Council did not explain its position, did not allow Ms X to explain her position and the complaint handling was poor. This frustrated Ms X and she was put to time and trouble to complain. The Council agreed to refund the penalty notice as it offered, make a financial payment, provide guidance to its staff and review its policy.

    Service improvements

    •Remind relevant staff of the importance of effective complaint handling, following the process and adhering to timescales.•Review and amend its environmental policy as it offered. This should include setting up a clear criteria, clearer templates and letters, allowing challenge and considering the wording in the policy regarding the impact of actions.

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