Service improvements

City of York Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 1 of 1 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 (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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