Service improvements

Folkestone & Hythe District Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 Folkestone & Hythe District Council as a CSV file.

  • Folkestone & Hythe District Council (21 006 141)

    Category: Environment and regulation Date: 02-Mar-2022

    Summary

    The Ombudsman finds the Council at fault for failing to collect Mrs B’s assisted household waste and recycling. This caused Mrs B avoidable frustration and inconvenience. The Council will apologise to Mrs B, complete service improvements, and pay her £200.

    Service improvements

    Waste crews will report any problems to their supervisor straight away so any issues can be resolved quickly,

  • Folkestone & Hythe District Council (20 010 166)

    Category: Housing Date: 04-Mar-2022

    Summary

    The Ombudsman found fault on Mr L’s complaint about the Council’s actions when he became homeless. It failed to: consider him homeless during his initial visit; provide evidence and details of temporary accommodation offered and how it assessed suitability for a vulnerable person; show it explored with him his limits on sharing accommodation. The agreed action remedies the injustice caused. There was no fault in its decision about his lack of local connection preventing him joining the housing register.

    Service improvements

    The Council agreed to take steps to ensure the reasons for failing to: consider the complainant homeless in November 2019; send the Personal Housing Plan earlier than it did; keep proper records of the details of the temporary accommodation offered, and how it assessed its suitability for the complainant; explore the complainants' limits on accommodation with him; are identified and acted on so they are not repeated in future.

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