Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 2 of 2 cases with service improvements

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

  • London Borough of Croydon (23 005 264)

    Category: Benefits and tax Date: 12-Dec-2023

    Summary

    Ms X complains the Council has not dealt properly with her Housing Benefit and Council Tax charges. The Council is at fault because it has agreed it did not properly take account of Ms X’s circumstances. Ms X suffered avoidable distress and was prevented from bidding for permanent accommodation. The Council should apologise, pay Ms X £229.51 that it told her it would not recover, pay Ms X £500 for avoidable distress, pay Ms X £1,000, consider her housing situation and provide guidance to staff.

    Service improvements

    Provide training and guidance to staff to ensure that requests for benefit appeals to be passed to Tribunal are actioned.Provide training and guidance to staff to ensure that complaints are responded to within the appropriate timescales in its complaint’s policy.

  • London Borough of Croydon (21 012 716)

    Category: Benefits and tax Date: 15-May-2023

    Summary

    Mr X complains about the Council pursuing council tax for two properties for which his company owns the freehold. The Council has agreed to increase its remedy.

    Service improvements

    The should Council remind its enforcement agents that they should pass information they receive onto the Council for its consideration.

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