Service improvements

London Borough of Ealing

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 - 2 of 2 cases with service improvements

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

  • London Borough of Ealing (23 007 815)

    Category: Planning Date: 10-Jun-2024

    Summary

    X complains about the way the Council has dealt with their communications about a planning decision made in 2020, and a subsequent complaint. We have concluded the investigation on the basis the Council is at fault and has caused an injustice.

    Service improvements

    The Council will review how planning queries are responded to and implement processes to ensure they do not go unanswered.

  • London Borough of Ealing (23 005 023)

    Category: Planning Date: 22-Apr-2024

    Summary

    We found fault on Mrs B’s complaint about the way the Council considered a Minor Material Amendment application for a neighbour’s development. It failed to record her concerns made during a call, pass them to the decision maker, or carry out a third site visit. It missed an opportunity to establish the correct site ground levels and did not deal with her complaint correctly. The agreed action remedies the injustice caused. I am satisfied it considered her main representations and properly considered whether this was the correct application to make.

    Service improvements

    The Council agreed to remind officers of the need to record concerns raised by neighbours making representations so these are available for the decision maker.The Council agreed to remind officers of the need to clearly record any agreement reached with those making representations about site visits.The Council agreed to review why her complaint did not follow the timescales set out in the complaint procedure, so these failures are not repeated in future.

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