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 (22 004 837)

    Category: Environment and regulation Date: 12-Oct-2022

    Summary

    Mr X complains the Council’s waste management contractor repeatedly failed to provide adequate waste collections for his property for several weeks. This caused Mr X significant inconvenience, frustration and time and trouble. The Council has agreed to apologise to Mr X, make a financial payment and service improvements to remedy this injustice.

    Service improvements

    The Council will explain to the Ombudsman the steps it has taken to, address issues with reporting missed collections, the incorrect closing of missed reports and prevent repeat practice of the issues that caused Mr X to complain to the Council and then the Ombudsman.

  • Buckinghamshire Council (22 002 603)

    Category: Environment and regulation Date: 16-Nov-2022

    Summary

    Mr X complained the Council’s waste contractors repeatedly failed to collect, empty and return his bins. He says the contractors left litter on his property and wrongly advised him they had emptied his bins when they had not. Mr X also complains the Council delayed rectifying the missed collections and incurred delays in the complaint handling process. Mr X says the Council’s actions caused avoidable frustration to him. We found fault by the Council. The Council has agreed to provide a remedy to address the injustice identified.

    Service improvements

    Remind staff to adhere to the timescales set out in the Council’s household waste collection policy regarding missed collections,Remind staff that where service users cannot report missed collections online, reports of missed collections made via telephone or email are dealt with in line with the Council’s household waste collection policy.

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