Service improvements

Essex County 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 Essex County Council as a CSV file.

  • Essex County Council (23 002 999)

    Category: Transport and highways Date: 01-Dec-2023

    Summary

    Mr X complained the Council failed to make reasonable adjustments when he contacted it about car damage he said was caused by a pothole. We found fault because the Council failed to consider Mr X’s request for a reasonable adjustment. To remedy the injustice caused by this fault, the Council has agreed to apologise, share information with relevant officers and review some of its procedures.

    Service improvements

    The Council will review the wording on its website to be clearer in what type of photo and map evidence is required to make an insurance claim for vehicle damage. This will help to ensure that those making a claim are fully aware of the type of evidence required.The Council will share the Ombudsman’s report “Equal Access” with relevant senior managers. This will help to promote good practice when considering how it deals with requests for reasonable adjustments to be made.The Council will issue written reminders to relevant officers regarding the Equality Act 2010. This will help to ensure that officers understand their obligations to provide reasonable adjustments.

  • Essex County Council (22 017 537)

    Category: Transport and highways Date: 03-Aug-2023

    Summary

    Miss C complains the Council wrongly refused her request for a disabled parking bay at her sister’s property. Miss C says this means her sister’s carers cannot park near her home and she will often not leave as she cannot see the car or will behave unpredictably. We have found fault by the Council but consider the agreed action of an apology, symbolic payment, further review and staff guidance provides a suitable remedy.

    Service improvements

    The Council will remind all staff who may receive or deal with a request about disabled parking bays of its policy with specific reference to how it considers exceptional circumstances to ensure it is providing a full explanation and not fettering its discretion.

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