Service improvements

City of York Council

Showing service improvements between 1 April 2018 and 31 March 2026

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 - 4 of 4 cases with service improvements

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

  • City of York Council (23 011 530)

    Category: Environment and regulation Date: 05-Mar-2024

    Summary

    Miss X complained the Council repeatedly failed to collect her household waste as part of its assisted collection service. Miss X says the Council’s actions have caused her avoidable stress and frustration. We found fault by the Council and the Council has agreed to apologise to Miss X and provide a financial remedy.

    Service improvements

    Review the Council’s process for issuing reminders to the waste crews to identify any improvements in how it carries out its assisted collection service

  • City of York Council (23 007 320)

    Category: Environment and regulation Date: 15-Jan-2024

    Summary

    Mr X complained the Council had failed to collect his household waste on multiple occasions since December 2022. We found fault because of the failed collections and ineffective monitoring to improve the situation. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mr X and share guidance with relevant officers.

    Service improvements

    The Council will share the Ombudsman’s guidance on effective complaint handling for local authorities with relevant officers and managers. This will help to ensure complaints are investigated and followed up, where necessary, in a robust manner.

  • City of York Council (22 011 700)

    Category: Environment and regulation Date: 09-Mar-2023

    Summary

    Mr X complains the Council has failed to act on bins that obstruct a highway, which has caused a disadvantage to Mr Y who has a disability. The Ombudsman finds fault with the Council for failing to evidence how it given due regard to its Public Sector Equality Duty. The Council has agreed to pay a financial remedy and remake the decision with consideration to its duty.

    Service improvements

    The Council has agreed to remind staff of the Councils duty under the Equality Act to ensure that it evidences consideration during decision making where somebody has a protected characteristic.

  • City of York Council (21 003 630)

    Category: Environment and regulation Date: 13-Jan-2022

    Summary

    Mrs X, who is visually impaired and unsteady on her feet, complained that the Council has failed repeatedly, to assist, as agreed, with her bin collections. She says this causes her an injustice because she is unable to collect her bins by herself and has had falls in the past when she has tried. The Council has accepted fault and said it is willing to consider a remedy. We have suggested it remedy the fault with a payment to acknowledge distress and a period of monitoring. We have also recommended it look at how it has addressed other service-users complaints about their assisted bin collections.

    Service improvements

    The Council should contact other residents who use the Council’s assisted bin collection service and have complained about missed collections since 1 April 2021. In cases where complaints have continued, the Council should: a) review whether monitoring has failed in their cases as well, and; b) consider what steps it should take to acknowledge any distress caused. c) Those residents should be told they can take their case to the Ombudsman if they are unhappy with the Council’s approach.

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