Service improvements

Dartford Borough Council

Showing service improvements between 1 April 2025 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.

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Dartford Borough Council (24 005 649)

Category: Housing Date: 16-Jun-2025

Summary

Ms G complained about the way the Council has dealt with her family’s housing issues. She says the Council did not help her properly when she needed help with disrepair at her private rented property. She says the Council also failed to support her family as it should have when she later contacted it about a homelessness application. We found the Council is at fault and has caused an injustice to Ms G and to her family. The Council has agreed to apologise, make a payment to Ms G and carry out service improvements.

Service improvements

Within three months of the decision, the Council will: • review its process when contacted for support by anyone who does not have recourse to public funds, and provide training on this to all relevant staff; • review its process of considering homelessness applications where there are affordability issues, and provide training to all relevant staff; • remind all relevant staff of its complaints handling process.

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