Service improvements

Dover District 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 Dover District Council as a CSV file.

  • Dover District Council (23 007 377)

    Category: Housing Date: 06-Mar-2024

    Summary

    Mr X complained about the Council’s handling of his homelessness and how it followed its policies. We found the Council at fault for not giving him the opportunity to make an informed decision when it made an offer of accommodation and not being able to demonstrate it had sufficiently considered his individual circumstances with how it treated his bids for social housing. The Council has agreed to our recommendations to remedy the injustice caused.

    Service improvements

    The Council should send written reminders to all relevant staff to ensure all offers of accommodation to applicants owed a homelessness duty clearly explain the duty under which the property is offered, and any consequences of accepting or refusing it.

  • Dover District Council (22 009 623)

    Category: Housing Date: 01-May-2023

    Summary

    Miss X complained the Council did not accept medical evidence to increase her housing priority band. We have found fault in the length of time taken to complete medical assessments, but not the outcome of the assessments themselves. To remedy the injustice caused, the Council has agreed to apologise to Miss X for the uncertainty the delays would have caused and share Ombudsman guidance with relevant officers.

    Service improvements

    The Council has agreed to share the Ombudsman’s guidance on good administrative practice with officers who deal with medical assessments. This will help to ensure the assessments are carried out more quickly in future.The Council has agreed to propose time periods to help manage people's expectations when submitting medical information for assessment. This will help to ensure people understand the length of time they may wait to have their case assessed.

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