Service improvements

Leeds City 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 - 3 of 3 cases with service improvements

Export results (CSV)

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

  • Leeds City Council (22 003 742)

    Category: Housing Date: 06-Mar-2023

    Summary

    Mr B complained about the way in which the Council dealt with his housing situation when he became homeless. We found some fault in the Council’s actions. The Council has agreed to pay Mr B £200 and improve its complaint handling for the future.

    Service improvements

    • The Council has agreed within one month to review its complaint handling to ensure written responses at both stages of the complaints procedure.

  • Leeds City Council (21 016 611)

    Category: Housing Date: 17-Aug-2022

    Summary

    Mr Y and Mrs X complained the Council had failed to support them to move to a suitable accommodation and its officers gave mixed information. The Council agreed it should have increased Mr Y’s and Mrs X’s priority Band in 2020. We also found the Council’s communication caused some limited confusion for Mr Y and Mrs X. The faults did not result in a missed opportunity for the family to move to a suitable accommodation, an apology from the Council is therefore enough to acknowledge the limited distress its faults caused them.

    Service improvements

    The Council will review and communicate to all staff how the it should respond to enquiries about the status of advertised properties. Responses should be consistent with its Policy to supporting customers and promoting self-service options, whilst mitigating risk of providing inaccurate information.The Council will remind its officers to only provide accurate information about the availability of properties on its Lettings Scheme or seek information from its local housing offices before providing such information to applicants.

  • Leeds City Council (21 005 197)

    Category: Housing Date: 01-Nov-2022

    Summary

    Mr X complained the Council had intentionally withheld suitable properties from him on its housing bidding list and it wrongly removed his permission to bid for sheltered properties. He also said it had caused delays in its voids process for three flats he had successfully bid for. We found no evidence the Council had withheld properties on Mr X’s bidding list, and we previously found no fault in how in it reached its decisions on his bidding permissions. We found it did cause a service failure due to the delays in its voids process. The Council agreed to apologise and make payment to Mr X to acknowledge the distress and uncertainty this caused him.

    Service improvements

    The Council will continue implementing improvement to is voids process as identified in the Council’s review of its Lettings Standard Policy and voids processes to ensure it limits delays in re-letting homes which requires repairs.The Council will review how it ensures its housing applicants are informed about expected timescales for when advertised properties on its housing register bidding list are ready for let, and how it keeps successful applicants informed about delays due to unforeseen works which may be needed after further surveys of properties.The Council will remind its staff of its good practice procedure to pre-inspect homes before tenant’s notice expires to plan any repair works required to avoid delays in its voids process.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings