Service improvements

Canterbury 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 - 2 of 2 cases with service improvements

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

  • Canterbury City Council (23 018 458)

    Category: Housing Date: 12-Aug-2024

    Summary

    Ms X complains the Council failed to provide her and her children with housing support after she was found to be intentionally homeless. We did not investigate the Council’s decisions that Ms X made herself intentionally homeless, as these carried review rights which were reasonable for Ms X to use. However the Council was at fault for its delay in providing Ms X with interim accommodation in 2024 while it made further enquiries. The Council has adequately remedied this by offering her interim accommodation for a reasonable period since then. The Council has also agreed to apologise for its delay and carry out a service improvement to prevent recurrence of this fault in future.

    Service improvements

    The Council has agreed to remind homelessness staff that regardless of whether a person is intentionally homeless, a council must secure interim accommodation for them if it has reason to believe they may be homeless, eligible for assistance and have a priority need, and should provide this while it makes further enquiries into their situation.

  • Canterbury City Council (23 007 396)

    Category: Housing Date: 15-Apr-2024

    Summary

    Miss X complains about how the Council dealt with her homelessness application. The Council is at fault as it failed to provide proper advice to Miss X on benefits and storage, delayed in accepting the main housing duty and failed to notify Miss X of her right to seek a review of its decision that her temporary accommodation remained suitable. These faults caused uncertainty and distress to Miss X. The Council has agreed to remedy the injustice by apologising to Miss X and making a payment of £150 to her which is in addition to a payment of £350 already offered by the Council. The Council will also review the charges made for the storage of Miss X’s possessions.

    Service improvements

    Provide evidence of the action taken by the Council to: • Remind officers to ensure they discuss what benefits an applicant may be able to claim when carrying out the homelessness assessment and drawing up the PHP and record the advice given. • Remind officers that applicants must be notified of their right of review in the event the Council makes a new decision about the suitability of temporary accommodation. • Remind officers of the requirements of the Council’s procedure for the storage of goods.

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