Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2025 and 31 March 2026

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

Export results (CSV)

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

  • London Borough of Bromley (24 019 703)

    Category: Benefits and tax Date: 07-Oct-2025

    Summary

    We have found fault causing injustice. The Council delayed and mishandled Mr X’s Single Person Discount application, proceeded to summons while eligibility for a backdated discount was unresolved, and communicated inconsistently, giving incorrect information about court costs and failing to follow recorded communication preferences. This caused avoidable distress and time and trouble, and the Council has agreed to our recommendations.

    Service improvements

    Review and, where necessary, update its guidance and procedures to ensure recovery action is paused while discount/exemption applications are under consideration, that any court costs are reviewed promptly where later decisions extinguish or reduce liability, and that these steps are clearly communicated to taxpayers.

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