Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 1 of 1 cases with service improvements

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  • London Borough of Enfield (20 002 422)

    Category: Environment and regulation Date: 21-Jul-2021

    Summary

    Mr Y complains about the Council’s handling of his complaint about noise from his neighbour. Mr Y says this caused stress and distress, and affected his ability to sleep and work. The Ombudsman finds the Council at fault. It failed to clearly communicate with Mr Y about what action it would or could take, or keep him updated. To remedy the injustice this caused Mr Y, the Council has agreed to apologise to Mr Y and make a payment to acknowledge the frustration and uncertainty this caused. The Council also agreed to review the way it communicates with complainants as well as how it communicates with other bodies involved in resolving reports of noise nuisances.

    Service improvements

    The Council has agreed to review how it communicates with complainants to ensure it records and responds to each noise nuisance complaint on an individual basisThe Council has agreed to review its noise nuisance policy to make sure any cross-border issues do not drift and staff are clear on who is responsible for what actions when other organisations or councils are involved.The Council has agreed to share this decision with relevant members of staff.

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