Service improvements

London Borough of Enfield

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 Enfield as a CSV file.

  • London Borough of Enfield (24 011 503)

    Category: Benefits and tax Date: 10-Mar-2025

    Summary

    Mrs X complained the Council took legal action regarding unpaid council tax without allowing for the postal system to deliver notification of proceedings. Mrs X also complained the Council failed to deal with the matter when she tried to resolve the issue. She says the Council’s actions caused avoidable stress and led to additional costs. The Council is not at fault regarding its notification to Mrs X. However, we found service failure regarding the Council’s subsequent communication. The Council has agreed to provide a financial remedy and make service improvements.

    Service improvements

    Remind the telephone team to inform other relevant teams, including the Resources team and the Digital team, as soon as possible if it experiences problems in accessing its systems.

  • London Borough of Enfield (24 010 166)

    Category: Benefits and tax Date: 03-Jan-2025

    Summary

    Mrs X complains about the Council’s handling of her council tax account. She complains the Council did not update its records and wrongly took enforcement action. She says this caused distress and financial strain. We find the Council at fault which caused Mrs X injustice. The Council has agreed to make a payment to Mrs X.

    Service improvements

    The Council has agreed to review whether any improvements can be made to its case management system to alert staff if customers are calling multiple times and there is anoutstanding call back required.

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