Service improvements

Bristol City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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

Export results (CSV)

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

  • Bristol City Council (24 007 625)

    Category: Environment and regulation Date: 03-Mar-2025

    Summary

    We have completed our investigation. The Council was at fault. It failed repeatedly to provide an assisted collection refuse service to Mrs X. The Council has agreed to apologise to Mrs X and make a symbolic payment to her. It will monitor Mrs X’s collections to make sure the issues are resolved and carry out an internal review.

    Service improvements

    Carry out a review of the issues Mrs X has had with her assisted collections, (to cover at least the last 12 weeks) and determine the cause of the issues.Work with provider B to review its waste collection monitoring arrangements to ensure they are robust and effective in identifying and resolving any problems and in improving service levels.Ensure the review and associated action plan, is considered monthly at the contract meetings between provider B and the Council. Ensure this takes place over the next 12 months to enable a meaningful period of monitoring.

  • Bristol City Council (23 018 628)

    Category: Environment and regulation Date: 29-May-2024

    Summary

    Mr X complained about numerous missed waste collections and a poor response to his complaint about this matter. There was fault the Council missed several waste collections and fault it was not able to give accurate information about when collections were due. The Council have already taken steps to address Mr X’s complaint and it has now agreed to additional action to remedy Mr X’s remaining injustice.

    Service improvements

    The Council were at fault because it did not update it's amended waste collection services on its electronic timetable that would allow customers to check when collections were due. It agreed it would identify any process changes it needed to put in place before it made any further changes to avoid confusion in the future.

  • Bristol City Council (23 018 415)

    Category: Environment and regulation Date: 19-Aug-2024

    Summary

    Ms X complained about the way the Council dealt with her reports of anti-social behaviour. The Council failed to properly monitor and keep Ms X updated on the actions of the ASB case review. The Council’s complaint handling and communication was also inadequate. These faults caused Ms X distress, frustration and uncertainty. The Council has already apologised and offered a financial remedy for complaint handling. The Council will make a further payment to recognise the personal injustice to Ms X and remind staff of the statutory guidance on ASB case reviews.

    Service improvements

    The Council will remind staff dealing with anti-social behaviour case reviews of the statutory guidance about keeping victims informed of updates within the anti-social behaviour case review.

  • Bristol City Council (23 016 580)

    Category: Environment and regulation Date: 13-May-2024

    Summary

    Mr X complained that the Council delayed in renewing his taxi licence. We found the Council was at fault. In recognition of the injustice caused the Council has agreed to make a payment to Mr X.

    Service improvements

    The Council has agreed that it will update its website to advise applicants that it may take four weeks to process an application and that applications can be accepted up to six weeks in advance.

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