Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2024 and 31 March 2025

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 (23 018 175)

    Category: Planning Date: 08-Jan-2025

    Summary

    Mrs X complained on behalf of Mr Y that the Council failed to ensure a new housing development complied with the planning conditions set out in the approved plans. As a result, she says neighbours could see into Mr Y’s property. The lack of privacy caused Mr Y distress, frustration and uncertainty. Mrs X also complained the Council failed to adequately investigate and respond to her complaints. The Council was at fault for failing to ensure the developer had adhered to the planning conditions and for its delayed complaint responses. The Council has already taken action to ensure the planning condition has been met. However, it has agreed to apologise and make a symbolic payment to Mr Y remedy the injustice caused.

    Service improvements

    The Council has agreed to remind complaints officers to provide complaint responses in the timescales set out in the Council’s corporate complaints policy.The Council has agreed to remind relevant officers to ensure planning conditions are met before they are discharged to the developer.

  • London Borough of Croydon (23 015 543)

    Category: Planning Date: 12-Aug-2024

    Summary

    Mr X complained about the Council’s actions in relation to alleged planning control breaches at a development near to his home and about poor communication. We found fault because the Council did not act in a timely manner when beginning its investigation into the breaches and its communication was poor overall. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mr X and issue reminders to relevant officers.

    Service improvements

    The Council will remind relevant officers and managers of the need to progress planning enforcement cases without avoidable delay. This will help to ensure that those who have reported issues are not left waiting for action to be taken or for a decision on the Council's stance to be made.The Council will remind relevant officers and managers of the content of the Council’s own planning enforcement policy and how it should communicate with and update those who have reported issues to it. This will help to ensure those who have reported potential breaches will be informed of what is happening in clear and timely manner.

  • London Borough of Croydon (23 013 594)

    Category: Planning Date: 08-Oct-2024

    Summary

    Mr X complained about the Council’s response to his reports of breaches of planning control at a neighbouring property which he says has resulted in a loss of light, privacy and amenity. We find the Council at fault for delays in its investigation and for not keeping Mr X updated. The Council has agreed to apologise, make a payment to reflect the injustice to Mr X, finalise its investigation and act to prevent recurrence.

    Service improvements

    The Council will review its case management process for its planning enforcement services, ensuring it has sufficient alerts after periods of inactivity, and sufficient management oversight of case progression.

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