Havant Borough Council
Complaint overview
Between 1 April 2024 to 31 March 2025, we dealt with 24 complaints. Of these, 11 were not for us or not ready for us to investigate. We assessed and closed 11 complaints. We investigated 2 complaints.
More about this data
Complaints dealt with – the total number of complaints and enquiries considered. It is not appropriate to investigate all of them.
Not for us – includes complaints brought to us before the council was given chance to consider it, or the complainant came to the wrong Ombudsman.
Assessed and closed – includes complaints where the law says we’re not allowed to investigate, or it would be a poor use of public funds if we did.
Investigated – we completed an investigation and made a decision on whether we found fault, or no fault.
Complaints upheld – we completed an investigation and found evidence of fault, or the organisation provided a suitable remedy early on.
Satisfactory remedies provided by the Council – the council upheld the complaint and we agreed with how it offered to put things right.
Compliance with Ombudsman recommendations – not complying with our recommendations is rare. A council with a compliance rate below 100% should scrutinise the complaints where it failed to comply and identify any learning.
Average performance rates – we compare the annual statistics of similar types of councils to work out an average level of performance. We do this for County Councils, District Councils, Metropolitan Boroughs, Unitary Councils, and London Boroughs.
For more information on understanding our statistics see Interpreting our complaints data.
Complaints dealt with
Not for us
Assessed and closed
Investigated
-
Complaints upheld
We investigated 2 complaints and upheld 2.
100% of complaints we investigated were upheld.
This compares to an average of 66% in similar authorities.
View upheld decisionsAdjusted for Havant Borough Council's population, this is 1.6% upheld decisions per 100,000 residents.
The average for authorities of this type is
1.1% upheld decisions per 100,000 residents. -
Satisfactory remedies provided by the Council
In 0 out of 2 upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
0% satisfactory remedy rate.
This compares to an average of 15% in similar authorities.
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Compliance with Ombudsman recommendations
We recorded compliance outcomes in 2 cases.
In 2 cases we were satisfied with the actions taken.100% compliance rate with recommendations.
This compares to an average of 100% in similar authorities.
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.
Reports
The Ombudsman has published the following reports against Havant Borough Council
Find out more about reports
We issue reports on certain investigations, particularly where there is a wider public interest to do so. Common reasons for reports are significant injustice, systemic issues, major learning points and non-compliance with our recommendations. Issuing reports is one way we help to ensure councils are accountable to local people and highlighting the learning from complaints helps to improve services for everybody. Reports are published for 10 years.
No reports published
Service improvements
The Council has agreed to make the following improvements to its services following an Ombudsman investigation.
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.
The latest 10 cases are listed below – click ‘view all’ to find all service improvements.
Case reference: 23 007 326
Category: Housing
Sub Category: Homelessness
- Provide training to housing officers to ensure that decisions regarding suitability of accommodation are properly documented.
- Review its systems to ensure that main housing duty decisions are made within 56 days and that if an extra 15 working days is required, that this is properly documented.
Case reference: 22 011 113
Category: Adult care services
Sub Category: Disabled facilities grants
- Take whatever action is necessary to reduce the backlog of Disabled Facilities Grant cases and report back to the Ombudsman with the steps the Council has taken to reduce the backlog.
Case reference: 21 007 780
Category: Environment and regulation
Sub Category: Refuse and recycling
- The Council will issue a briefing note to complaint handling staff, reminding them to signpost to the Ombudsman at the final stage of a complaint.
Case reference: 20 008 921
Category: Planning
Sub Category: Planning advice
- The Council agreed to remind building control officers of the importance of providing clear advice and instructions.
Case reference: 19 014 811
Category: Environment and regulation
Sub Category: Refuse and recycling
- The Council should conduct a review of the information provided on crew sheets for assisted collections.
Last updated: 4 April 2015