Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

Gravesham Borough Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    100% of complaints we investigated were upheld.

    This compares to an average of 59% in similar authorities.

    2 upheld decisions

    Adjusted for Gravesham Borough Council's population, this is
    1.9 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    1.4 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 2 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 100% in similar authorities.

    Statistics are based on a total of 2 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    0 satisfactory remedy decisions

    Statistics are based on a total of 2 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against Gravesham Borough Council

No public reports published

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 23 001 386

Category: Environment and regulation

Sub Category: Antisocial behaviour

  • The Council will produce new staff guidance for anti-social behaviour cases.

Case reference: 21 017 774

Category: Planning

Sub Category: Enforcement

  • Ensure that staff are reminded of the importance of adhering to timescales when responding to a complaint and where delays occur complainants are kept informed.
  • Provide the Ombudsman with a copy of its revised procedure for handling complaints about noise nuisance, specifically addressing the technical issue highlighted with Council B

Case reference: 21 011 626

Category: Housing

Sub Category: Allocations

  • The Council will ensure its staff who deal with members of the public are aware of the Council's duties under the Equality Act 2010. The Council has agreed to circulate a reminder to all relevant staff about ensuring people are routinely asked or prompted about any reasonable adjustments.

Case reference: 18 019 638

Category: Environment and regulation

Sub Category: Antisocial behaviour

  • The Council should review its enforcement policy in relation to residents dropped kerb parking enforcement. It should provide evidence of its review to the Ombudsman.

4

Service improvements agreed by Gravesham Borough Council

View all

Last updated: 4 April 2015

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