Service improvements

Cornwall Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Cornwall Council as a CSV file.

  • Cornwall Council (22 000 133)

    Category: Housing Date: 19-Jan-2023

    Summary

    Ms X complains, on behalf of her father, Mr Y, about the Council’s decision not to award Mr Y a local connection regarding his housing register application and homelessness application. Mr Y is a former member of the Armed Forces. We do not find the Council at fault in its first decision not to award Mr Y a local connection for his homelessness application. But, we find the Council failed to arrange suitable accommodation for Mr Y when it accepted a second application from him. We also find the Council failed to award Mr Y an exemption from its housing register local connection criteria (based on his time since retiring from the Armed Forces). Because of this fault, we find the Council failed to have due regard to its commitments under the Armed Forces Covenant. This fault caused Mr Y and Ms X an injustice. To remedy the injustice, the Council has agreed to apologise to Mr Y and Ms X, make them several payments and certain service improvements.

    Service improvements

    The Council has agreed to review its housing allocations scheme to ensure there is clear guidance onwhen certain members of the Armed Forces community are exempt from any residency requirements under the Allocation of Housing (Qualification Criteria for Armed Forces) (England) Regulations 2012 . The Council will provide training to relevant staff in both its housing allocations team and homelessness team on handling applications where these Regulations may apply.The Council has agreed to circulate a reminder to staff about when the Council must arrange interim accommodation for a homelessness applicant following a referral to a second council at the relief duty stage.The Council has agreed to circulate a reminder to relevant staff that if a welfare award is increased following additional supporting information, the eligible band date should be the date the completed housing register application was received.The Council has agreed to ask a Senior Officer in both its housing allocations team and homelessness team to review the decision statement and share any identified learning with their team. The Council will report back on the outcome of this.

  • Cornwall Council (21 019 001)

    Category: Housing Date: 11-Oct-2022

    Summary

    We found fault by the Council on Mr J’s complaint about it failing to act on his reports about a neighbour’s behaviour. The Council failed to provide evidence in support of what it said it had done in response to his reports. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind officers responding to our enquiries in the future of the need to send proper supporting evidence.

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