Service improvements

London Borough of Enfield

Showing service improvements between 1 April 2022 and 31 March 2023

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

  • London Borough of Enfield (22 006 022)

    Category: Other Categories Date: 25-Nov-2022

    Summary

    The Council caused avoidable frustration and inconvenience to Ms X by failing to attend several appointments to fix the door of the garage that she leases from the Council. The Council caused Ms X further frustration when it failed to inspect the works done to the garage following reports of them being poorly carried out and damaging Ms X’s car. The Council has agreed to inspect the works and if these were not carried out properly, to refund Ms X the fees she has paid for her garage since January 2022. The Council has already refunded Ms X for the fees paid since the garage was unusable prior to January 2022. The Council was not at fault for refunding Ms X for loss of use of the garage starting in April 2021, as this was the date the Council first became aware that repairs were needed.

    Service improvements

    The Council was at fault for failing to attend several appointments to assess and repair a garage door. It has agreed to investigate why several appointments were missed and why no records were kept regarding the post-works inspection.The Council has agreed to remind staff of the importance of informing residents when a repairs appointment will be cancelled or changed, in good time, or as soon as possible, as many will have taken time away from work.The Council has agreed to improve its systems for monitoring outstanding repairs and inspection works to its garages and where works are unduly delayed, develop a process for refunding residents who have been unable to access their garages for long periods of time.

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