Service improvements

Bury Metropolitan Borough 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 Bury Metropolitan Borough Council as a CSV file.

  • Bury Metropolitan Borough Council (21 006 387)

    Category: Environment and regulation Date: 08-May-2022

    Summary

    Mr E complained the Council has failed to provide enough bins for his estate. He also says the Council did not adequately respond to his complaints and it unreasonably banned him from contacting the waste management team. We find the Council was at fault as it delayed responding to Mr E’s communication and it failed to adequately respond to his complaint. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council has agreed to issue written reminders to relevant staff to ensure they are aware complaint responses must address the issues raised.

  • Bury Metropolitan Borough Council (21 001 881)

    Category: Environment and regulation Date: 30-Jun-2022

    Summary

    Mr C complains about the way the Council dealt with his reports of anti-social behaviour by his neighbour. Mr C says he suffered nuisance for longer than necessary. We have found delay and fault in the Council’s complaint handling but consider the agreed action of an apology, £250 and a review of procedure provides a suitable remedy.

    Service improvements

    The Council will review its procedures and staff guidance to ensure premature complaints received from the Ombudsman are actioned and a response provided to the complainant.The Council will review its website and procedure and provide staff guidance to ensure complainants that meet the local threshold are advised of the Community Trigger process and are not restricted from using this due to an ongoing complaint.

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