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 - 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 (21 001 627)

    Category: Planning Date: 11-Jan-2022

    Summary

    Mr X complained the Council failed to remove stacked shipping containers near to his home. The Council was at fault for not taking the enforcement action it said it would. The Council will pay Mr X £300 for the avoidable time and trouble caused by having to complain and chase it for the enforcement action.

    Service improvements

    The Council agreed to implement a service improvement plan targeting case management, communication and the effectiveness of the planning department's enforcement role. Additionally the Council will tell us the anticipated completion date of this improvement plan.

  • London Borough of Enfield (20 008 708)

    Category: Planning Date: 26-Jul-2021

    Summary

    Mr B and Mrs B complained the Council delayed investigating their concerns about works to their neighbour’s garden, unnecessarily considered a retrospective planning application for these works, and delayed responding to their complaints. Mr and Mrs B said this caused them stress and anxiety, put them to time and trouble, and led to them incurring unnecessary costs. We found fault with the Council for failing to have a published planning enforcement policy and giving incorrect planning advice. The Council agreed to apologise, reimburse the cost of professional reports, and make a financial payment to acknowledge the impact of its faults.

    Service improvements

    Issue relevant staff with guidance about the corporate complaint procedure and emphasise the importance of meeting the timescales in the procedure.Finalise its enforcement policy and make it publicly available on its website.

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