Service improvements

Guildford Borough Council

Showing service improvements between 1 April 2022 and 31 March 2023

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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Downloads the current filtered list of service improvement decisions for Guildford Borough Council as a CSV file.

  • Guildford Borough Council (22 008 423)

    Category: Housing Date: 28-Feb-2023

    Summary

    Ms C says the Council based its decision to refuse her application to house Ukrainian refugees on incorrect information, extended that restriction to any Ukrainian refugee and refused to put her complaint through the Council’s complaints procedure. There is no fault in the Council’s decision to refuse Ms C’s application under the Homes for Ukraine scheme. The Council gave Ms C misleading information about the extent of the restriction and there was confusion about how the Council dealt with her complaint. An apology and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a memo to officers dealing with complaints to remind them if a person raises concerns about how a decision that affects them has been reached it can be dealt with under the complaints procedure for those matters where there is no right of appeal.

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