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 - 3 of 3 cases with service improvements

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

  • Bristol City Council (24 005 216)

    Category: Housing Date: 17-Feb-2025

    Summary

    Mr B says the Council misled him about whether it had agreed to provide him with a direct offer, failed to respond to his emails and failed to give him sufficient priority on the Council’s housing register. The Council’s communications with Mr B about whether it had included him on the direct offers list were unclear, the Council delayed considering whether Mr B had exceptional circumstances to warrant a direct offer and in awarding him additional priority. That caused Mr B frustration and left him with some uncertainty about whether his situation could have been resolved earlier. An apology, payment to Mr B and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers about the need to consider whether a housing applicant has exceptional circumstances which warrant inclusion on the direct offer list and to ensure decisions about that are communicated to the housing applicant.

  • Bristol City Council (24 002 934)

    Category: Housing Date: 17-Dec-2024

    Summary

    Ms X complained about the way the Council ended her temporary accommodation and that her belongings were disposed of. Ms X said she has lost most of her personal belongings. We found the Council at fault for how it ended Ms X’s temporary accommodation and for how it responded to her requests for help with her belongings. The Council agreed to apologise to Ms X make a payment to her to recognise the avoidable distress and anxiety she experienced and carry out service improvements.

    Service improvements

    Provide guidance to staff about who or what team they need to contact to arrange for the storage of a person’s possessions.Develop a policy or guidance for staff setting out the correct way interim and temporary accommodation should be ended. The Council should ensure it sets out:a.The correct notice a person should receive depending on the type of accommodation they occupy. b.Whether there is a need to apply to court for possession and eviction. c.How those who have stayed in the same accommodation after the main housing duty has been accepted should be treated.

  • Bristol City Council (24 002 303)

    Category: Housing Date: 13-Jan-2025

    Summary

    The Council was at fault in its handling of Miss X's homelessness. The Council's delay finding accommodation when Miss X had to leave her private tenancy and when a review found her temporary accommodation was unsuitable was the result of service failure and despite the Council's efforts. The Council's failure to properly assess the needs of Miss X's Disabled child, its poor communication and complaint handling were fault. The Council has agreed to apologise and make payments to Miss X in recognition of the injustice caused and act to improve its services.

    Service improvements

    The Council has agreed to share a copy of this decision with staff in the relevant departments to share the learning and the good practice highlighted by this case.The Council has agreed to identify and implement a process to enable the Council to pick up and deal with time-sensitive cases when an officer is off sick or on leave.The Council has agreed to remind staff responsible for responding to complaints that they should keep complainants informed of any delays and provide a new, realistic, deadline response for a response.The Council has agreed to remind staff responsible for responding to complaints that where the Council upholds the complaint, it should consider what it needs to do to remedy the injustice caused to the complainant.

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