Service improvements

High Peak Borough Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 3 of 3 cases with service improvements

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

  • High Peak Borough Council (24 002 008)

    Category: Benefits and tax Date: 27-Jan-2025

    Summary

    We found fault on Mrs S’s complaint made on behalf of her son, about the Council failing to communicate with her about his council tax when aware he was a vulnerable adult. This caused stress as it issued a summons. It failed to act under its recovery policy or on his request. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to remind relevant officers of the need to consider and assess all evidence of vulnerability on a case file and to record the outcome.The Council agreed to remind relevant officers of the need to consider and assess whether it is a proportionate response to start formal recovery action in all the circumstances of the case, which would include considering vulnerability and the sum outstanding.

  • High Peak Borough Council (23 010 819)

    Category: Benefits and tax Date: 11-Apr-2024

    Summary

    Miss N, complains the Council did not respond to her application for an exemption to her council tax, so leading to the avoidable distress of a bailiff’s visit. When it did respond, it did not advise her of her right to appeal the Council’s new decision. Our decision is there was fault by the Council. The Council has agreed to our recommendations.

    Service improvements

    The Council will provide training or guidance to relevant officers to ensure it informs customers of any opportunities to appeal decisions or apply for discretionary council tax relief.

  • High Peak Borough Council (23 003 847)

    Category: Planning Date: 24-Jul-2024

    Summary

    Mrs X complained about the Council’s response when she reported breaches of planning permission on a development site near her home. She also complained that the Council failed to follow due process when granting planning permission to increase the number of houses on the site. We found the Council was at fault in failing to update Mrs X and in failing to show it considered case law she referred to. The Council has agreed to apologise to Mrs X. We did not uphold the remainder of Mrs X’s complaint.

    Service improvements

    The Council has agreed to review what happened and decide whether any changes to practice or procedure are needed, or whether additional training is necessary.

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