Service improvements

Folkestone & Hythe 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 Folkestone & Hythe District Council as a CSV file.

Folkestone & Hythe District Council (23 002 761)

Category: Housing Date: 19-Jan-2024

Summary

there was service failure and fault in the way the Council investigated Ms X’s complaint about poor housing conditions in her private rented accommodation. This caused her avoidable frustration, distress and uncertainty. The Council has agreed to provide a suitable remedy for this injustice.

Service improvements

The Council will complete a review of the timescales for property inspections in its working procedures. The senior management team will oversee this work and track progress.
Folkestone & Hythe District Council (22 015 713)

Category: Housing Date: 09-May-2023

Summary

The Council’s failure to apply its allocations scheme correctly to Ms X’s request for an extra bedroom was fault. The Council has agreed to apologise, make a new decision on Ms X’s request, and act to improve its services.

Service improvements

The Council has agreed to remind relevant staff of the detail in the allocations scheme about assessing the need for an extra bedroom.The Council has agreed to provide guidance to relevant staff about how to apply the allocations scheme to applications for an extra bedroom on medical or welfare grounds.The Council has agreed to remind staff with responsibility for responding to complaints to check and accurately refer to relevant policies.

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