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 - 3 of 3 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 (23 003 200)

    Category: Environment and regulation Date: 11-Dec-2023

    Summary

    The Council’s poor record keeping and lack of clear decision making has caused Ms X uncertainty about whether her noise complaints were properly investigated. The Council also failed to have regard to its duties under the Equality Act when it did not consider Ms X’s request for reasonable adjustments. In recognition of the injustice caused by these faults, the Council has agreed to apologise, pay Ms X £350, consider her reasonable adjustments and carry out service improvements.

    Service improvements

    The Council has agreed to remind its staff that deal with noise complaints and anti social behaviour that they should consider a range of evidence when assessing anti social behaviour and noise nuisance in order to come to a reliable decision and keep clear records of how they arrive at these decisions.The Council has agreed to remind its staff that deal with noise complaints and Anti social behaviour that they should keep records of all visits and what was witnessed during the visits.The Council has agreed to remind its staff that deal with noise complaints and anti social behaviour that they should send clear, detailed decisions to complainants explaining how the Council has decided whether anti social behaviour or noise nuisance has taken place and what evidence it relied on.The Council has agreed to remind its staff that deal with noise complaints and anti social behaviour that if a resident says they are not managing to access a service, report issues, or communicate with the Council due to a health condition or disability, the Council has a duty under the Equality Act to enquire into the adjustments they are requesting and if they are reasonable, to put them place.

  • London Borough of Croydon (23 002 793)

    Category: Environment and regulation Date: 04-Jan-2024

    Summary

    Mr A complains the Council has delayed investigating his reports of an alleged planning control breach caused by a neighbouring property owner. We have found evidence of fault by the Council including significant delay of nearly two years. We have upheld the complaint and completed the investigation because the Council accepts our remedy.

    Service improvements

    The Council has agreed to explain how it will better monitor cases about unlicensed rental/ Houses in Multiple Occupation to prevent delay and inactivity.

  • London Borough of Croydon (22 011 652)

    Category: Environment and regulation Date: 05-Jun-2023

    Summary

    Mr X complained about the Council’s waste collection at properties managed by his building development company. Mr X complained the Council failed to provide adequate bins at the properties and delayed carrying out a bulky waste collection. He also complained about the Council’s complaint handling. We found no fault regarding the provision of bins but fault in the Council’s handling of the complaint. The Council has agreed to apologise to Mr X and provide a financial remedy.

    Service improvements

    Remind staff of the importance of maintaining accurate records regarding bulky waste collections.Remind staff to adhere to the Council’s complaints policy.

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