Service improvements

London Borough of Croydon

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 - 5 of 5 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 (22 004 658)

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

    Summary

    Miss X complained the Council failed to follow proper process in considering her request for a Community Trigger. There were failings in the Community Trigger process which amount to fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has also agreed to review the local community trigger procedure, in conjunction with the relevant local agencies, to ensure it is in line with the statutory community trigger guidance. This should include providing timeframes for the review process; the need to consider inviting complaints/ a representative to review meetings and how this consideration should be evidence; and provide an appeal process.

  • London Borough of Croydon (22 000 285)

    Category: Environment and regulation Date: 06-Jan-2023

    Summary

    Mr B complained the Council failed to act on antisocial behaviour and noise nuisance from his neighbour and delayed responding to his complaint. There is no evidence the Council properly investigated concerns Mr B raised in 2022 or that it considered the community trigger process and told Mr B about it. The Council delayed responding to the complaint. An apology, payment to Mr B, investigation of Mr B’s concerns and training for officers is satisfactory remedy.

    Service improvements

    The Council will provide a training session to officers dealing with antisocial behaviour so they are aware of the steps they need to take to investigate when concerns are raised. That training should also cover the community trigger process and when that process should be discussed with those who have raised concerns;The Council will ensure the community trigger process is properly publicised on its website in a way that ensures those that do not know about it can still find the information about it.

  • London Borough of Croydon (22 000 240)

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

    Summary

    Ms X complains the Council failed to take sufficient action to deal with flytipping, anti social behaviour and drainage issues on an alleyway. The Council is at fault as it delayed in establishing its responsibility for the alleyway. This caused avoidable time and trouble to Ms X which the Council has agreed to remedy by apologising and making a payment of £150 to her.

    Service improvements

    The Council will clarify the nature of its responsibility for the alleyway and ensure it has a clear record of this responsibility to avoid future confusion as to its responsibilities.

  • London Borough of Croydon (21 018 504)

    Category: Environment and regulation Date: 26-Sep-2022

    Summary

    Mr X complained the Council destroyed his car which he had left in a car park. The Council was at fault. It did not comply with the notice period in line with guidance before it decided to destroy his car. Furthermore, the Council’s notice letter it sent to Mr X lacked information. The Council has agreed it will apologise to Mr X and pay him £300 to acknowledge the frustration and uncertainty caused by the matter. The Council will remind staff to wait for a notice period to lapse before it disposes of a vehicle it has seized. The Council will also revise its notice letter.

    Service improvements

    The Council will remind staff when an owner of an abandoned vehicle has been located and the Council has contacted the owner, to wait for the full notice period to lapse before disposing of it.The Council will revise its notice letter it sends to owners of abandoned vehicles so it is clear what the notice period is and what action it intends on taking.

  • London Borough of Croydon (21 013 484)

    Category: Environment and regulation Date: 19-Jul-2022

    Summary

    Mr B says the Council wrongly removed and scrapped his vehicle when it was not abandoned. The Council was not at fault for removing the vehicle. However, the Council failed to follow its policy before destroying it. An apology to Mr B, payment to reflect the value of the vehicle and to address the inconvenience he was put to, along with a reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a copy of the Ombudsman’s final decision in this case to officers dealing with abandoned vehicles so they are aware of the process required when a vehicle is removed from the highway.

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