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 - 3 of 3 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 (25 015 599)

    Category: Planning Date: 23-Mar-2026

    Summary

    We have upheld Mrs X’s complaint about the Council’s handling of a planning breach. The Council has agreed to a suitable remedy.

    Service improvements

    3. Within one month, the Council will ensure there is a process in place for caseloads to be reviewed when a member of staff is away from work for an extended period.

  • City of York Council (22 012 570)

    Category: Planning Date: 19-Apr-2023

    Summary

    Mr B says the Council’s building control officer failed to carry out site visits he paid for and inaccurately said more visits took place than was the case. The Council’s records for this building control case are poor, the record of visits undertaken does not support the Council’s claims in correspondence with Mr B and there is no evidence a completion visit took place. An apology and payment to Mr B, a further building control inspection and a reminder to officers is satisfactory remedy.

    Service improvements

    The Council will remind officers dealing with complaints of the need to ensure the relevant records are checked so complaint responses do not contain inaccurate information.The Council will put a procedure in place to ensure building control officers keep clear records of visits and telephone conversations.

  • City of York Council (21 013 797)

    Category: Planning Date: 25-Aug-2022

    Summary

    Mr X complained the Council failed to take appropriate and timely enforcement action regarding a breach of planning control near his home. He says his outlook is now unsightly and he has spent a significant amount of time and effort progressing the matter with the Council. We find the Council failed to update Mr X with the action it was taking causing injustice to him. We recommend it apologises to Mr X, pays him £300 and acts to prevent recurrence.

    Service improvements

    The Council should amend its policy to include updating complainants on key actions and decsions reached during an enforcement investigation

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