Service improvements

Buckinghamshire Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 2 of 2 cases with service improvements

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

  • Buckinghamshire Council (22 001 485)

    Category: Benefits and tax Date: 10-Oct-2022

    Summary

    The Council was at fault for not using available information to find Mr X, when trying to recover a council tax debt, before moving to recovery action. It has already admitted this oversight and refunded Mr X’s costs. It was also at fault for failing to issue a notice of enforcement to Mr X’s correct address when it found it. This meant bailiffs went to enforce the debt, which caused Mr X distress. The Council has agreed a financial remedy and will ensure its bailiffs are properly trained in correct enforcement procedure.

    Service improvements

    The Council should ensure the bailiffs are adequately trained in the correct enforcement procedure in relation to issuing a notice of enforcement at the correct address where there is conflicting information.

  • Buckinghamshire Council (22 001 295)

    Category: Benefits and tax Date: 27-Sep-2022

    Summary

    Miss B complained the Council delayed issuing her a council tax bill when she moved into a new build property. Miss B also complained the Council’s communication was poor. We found fault with the Council for its delay sending Miss B a council tax bill and for errors in its complaint responses. The Council will make a financial payment to remedy the injustice to Miss C.

    Service improvements

    The Council should provide those involved in council tax complaint handling with training about how to investigate and respond to complaints.

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