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 - 4 of 4 cases with service improvements

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

  • Brighton & Hove City Council (24 017 530)

    Category: Housing Date: 19-Oct-2025

    Summary

    Ms Y complained the Council failed to complete work to repair significant damp issues at her property. We find the Council at fault for a delay in completing the necessary work to repair Ms Y’s property. This has caused Ms Y distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.

    Service improvements

    The Council will issue guidance to its complaints team on how to correctly signpost housing complaints to the correct Ombudsman.The Council will ensure it has a process in place to monitor when there are delays in planned repair works being completed. The process should ensure the Council can follow up on any delays and ensure necessary works are completed within a reasonable timeframe.

  • Brighton & Hove City Council (24 009 151)

    Category: Housing Date: 28-Apr-2025

    Summary

    Miss B complained that the Council had failed to ensure disrepair in her temporary accommodation was rectified, find her suitable alternative accommodation or give her the correct priority on the housing register. We found fault in the Council’s actions which caused Miss B to live in unsuitable conditions for a year longer than she should have done. We have asked the Council to apologise to Miss B, pay her £1300, inspect her property now and improve its case recording for the future.

    Service improvements

    The Council has agreed to remind housing staff of the importance of keeping detailed and accurate records regarding complaints of disrepair in temporary accommodation, including details of the disrepair, notes of any site visits to confirm the situation and all liaison with the landlord and tenant.

  • Brighton & Hove City Council (24 008 004)

    Category: Housing Date: 16-Jun-2025

    Summary

    Mr B complained about how the Council handled his housing situation. The Council has not shown that it took into account the mould and disrepair when it decided the family should stay until the landlord’s notice expired. The Council did not always communicate with Mr B or deal with his complaints properly, and it did not always give its legal homelessness decisions in writing. This caused Mr B distress and uncertainty. The Council should apologise to Mr B, make symbolic payments, and remind staff that decisions should always be given in writing.

    Service improvements

    • Share this decision with the relevant staff and remind them that they must communicate decisions on homelessness in writing.

  • Brighton & Hove City Council (23 015 251)

    Category: Housing Date: 16-Jul-2025

    Summary

    The Council was at fault for failing to have due regard to Ms X’s rights before ending her occupation of a property as a property guardian. The Council was also at fault for failures in its homelessness service, not providing interpreting and translation services and not meeting costs it promised to pay. The Council has agreed to remedy the injustice to Ms X by making payments and acting to improve its services.

    Service improvements

    The Council has agreed to update its case management standards to include guidance for officers on the Council’s duty to protect the property of homeless applicants and share this with relevant staff.

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