Service improvements

City of York Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 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.

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