Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2021 and 31 March 2027

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 - 5 of 5 cases with service improvements

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

  • London Borough of Bromley (25 010 419)

    Category: Environment and regulation Date: 14-May-2026

    Summary

    There was no fault in the way the Council investigated the complainants’ reports of anti-social behaviour (ASB) by their neighbours. However, the Council was at fault because it did not act upon a request for an ASB case review. It has agreed to apologise for this. The Council is also at fault because its case review policy includes an unlawful eligibility requirement. The Council has agreed to amend its policy, and provide guidance for staff about the ASB case review process.

    Service improvements

    the Council has agreed to review its ASB case review policy to remove the requirement for ‘no action’ to have been taken on an applicant’s complaints of ASB.the Council has agreed to circulate guidance to relevant staff, to advise them (a) to signpost complainants to the ASB case review process, if they make a clear statement they wish to apply for it, as well as offering any other assistance the complainant may reasonably require; and (b) that the Council has amended its ASB case review policy to remove the ‘no action’ requirement.

  • London Borough of Bromley (24 010 310)

    Category: Environment and regulation Date: 11-Sep-2025

    Summary

    Mr X complained about the Council’s decision to make a Tree Preservation Order permanent even after his objections. We found the Council was at fault for not properly considering Mr X's comments. This caused Mr X frustration and uncertainty about the Council’s decision making. We recommended the Council should apologise and pay Mr X £300 to remedy the injustice its actions caused him.

    Service improvements

    The Council agreed to remind staff the importance of contemporaneous record keeping when making decisions, recording and addressing objections received.

  • London Borough of Bromley (24 004 058)

    Category: Environment and regulation Date: 24-Mar-2025

    Summary

    Mrs J complained the Council has not taken effective action to ensure her landlord addresses disrepair in her home. The Council was at fault, because it cannot show it has made robust, evidence-based decisions, and has not escalated its action in response to the landlord’s failure to comply. The Council has agreed to formally apologise to Mrs J and offer her a financial remedy, as well as issuing guidance to relevant staff on the importance of keeping detailed records.

    Service improvements

    Within one month of the date of my final decision, the Council has agreed to circulate guidance to staff in its housing enforcement team, to remind them of the importance of keeping detailed notes, particularly around inspections and decisions whether to take enforcement action.

  • London Borough of Bromley (22 015 417)

    Category: Environment and regulation Date: 29-Jun-2023

    Summary

    Mr B complained about persistent problems with the Council’s garden waste collection service. We upheld the complaint, finding the Council missed opportunities to resolve the problems Mr B reported. This caused Mr B avoidable frustration, inconvenience and put him to unnecessary time and trouble. The Council accepts these findings. At the end of this statement, we set out action it has agreed to remedy this injustice and improve its service.

    Service improvements

    The Council agreed that it would remind relevant officers who deal with complaints of repeated missed waste collections to consider if they should enter a property on a ‘special requirement list’ kept by the Council and contractors where there have been repeated problems with collection. This reminder would cover cases where problems relate to an unusual property location or layout, as the list is also used to identify properties where occupiers have extra needs.

  • London Borough of Bromley (21 008 165)

    Category: Environment and regulation Date: 21-Sep-2022

    Summary

    the complaint concerns the processing of a planning application and consideration of environmental health issues from the development. The Council delayed uploading information to its public website, failed to properly consider the visual impact the development would have, failed to investigate some of the issues raised by Mrs B properly and failed to properly advise Mrs B. There was no fault in how the Council considered the noise issues relating to the development or in the information the Council provided in response to the solicitor’s property search. An apology, payment to Mrs B and investigation of some outstanding issues is satisfactory remedy.

    Service improvements

    The Council will provide a copy of my decision to planning and environmental health officers to note the areas where failings occurred in this case.

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