Service improvements

Brighton & Hove City Council

Showing service improvements between 1 April 2023 and 31 March 2024

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

  • Brighton & Hove City Council (22 015 508)

    Category: Other Categories Date: 19-Jun-2023

    Summary

    Ms X complained the Council banned her from her local library causing distress. We found fault in the Council’s decision making causing distress and uncertainty. We recommended it apologises to Ms X, pays her £300 for distress, reviews its decisions and acts to prevent recurrence.

    Service improvements

    The Council will review all policies applicable to the library in this case, ensuring its takes into account the Council’s duties under the Equality Act 2010 and ensuring it offers service users a right of appeal or review on any decision to exclude. The Council will then publish any updated library policies on its website.The Council will provide training or guidance to customer contact staff on any new policies and to ensure they are aware to give reasons for any decisions with reference to the evidence relied on and relevant law or policy.

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