Service improvements

Elmbridge Borough 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 - 1 of 1 cases with service improvements

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  • Elmbridge Borough Council (22 017 943)

    Category: Environment and regulation Date: 15-Oct-2023

    Summary

    Mr X complains that within four months of purchasing a burial plot it was subject to flooding which was upsetting for his mother and the family as a whole. We found there was fault by the Council because information about potential flooding was not given to the family at the time it was bought, despite flooding previously. We recommended actions the Council should take and proposed a payment to the family for distress.

    Service improvements

    The Council should engage a suitably qualified engineer to survey the site / ascertain the causes of the flooding and ensure the current drainage system at the cemetery is properly understood. It should use the survey report to determine whether remedial work required to address the issues identified.Until the Council is confident that a permanent solution has been implemented for the drainage issues, it should ensure that staff provide clear information about the potential flooding problem to any new families making enquiries about burial plots in the affected areas of the cemetery.

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