Service improvements

London Borough of Camden

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 - 1 of 1 cases with service improvements

Export results (CSV)

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

  • London Borough of Camden (22 016 407)

    Category: Transport and highways Date: 06-Sep-2023

    Summary

    Ms X complained about the way the Council handled a penalty charge notice and her appeal. She complained the Council refused to allow her to complain over the phone, which breached its equality duty, and it responded to her complaint poorly. Ms X said this caused physical pain due to her disabilities because she had to put her complaint in writing. We find the Council at fault, and this caused Ms X injustice. We are satisfied that the Council has already apologised. The Council has agreed to make a payment to Ms X to reflect the injustice, and make improvements to its service.

    Service improvements

    The Council will remind staff in its call centre(s) that: they should signpost people to the corporate complaints procedure if they think the service user might have a complaint;they should ask if that service user needs any reasonable adjustments in order to make their complaint; and,that the Council’s equality duty is anticipatory: staff should not wait for the person to ask for a reasonable adjustment.

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