Service improvements

London Borough of Hackney

Showing service improvements between 1 April 2021 and 31 March 2026

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 Hackney as a CSV file.

  • London Borough of Hackney (23 020 756)

    Category: Transport and highways Date: 09-Oct-2024

    Summary

    Mr X complained about how the Council monitored and enforced “school streets” traffic restrictions, which restrict vehicles entering the street during school drop-off and pick-up times. The Council failed to consider its duties under the Equality Act in how it considered the impact of its processes on blue badge holders needing to use school streets. It also provided unclear information to Mr X. Mr X and his partner were caused avoidable distress. The Council agreed to apologise, pay a financial remedy, and review its process for introducing active CCTV monitoring on school streets.

    Service improvements

    The Council has over 50 school streets, which restrict access to vehicles during school drop-off and pick-up times. Residents of school streets are automatically exempt from the restrictions. Other people who need access can apply for an exemption, including blue badge holders. The Council agreed to review its standard process for introducing active CCTV monitoring on school streets. It will:check its penalty charge warning notice template aligns with its process. It should not say it will only issue one warning per vehicle if this is not the process; where it is using warning notices as a prompt for people to apply or reapply for exemptions, ensure the template contains clear information about how to do this; and properly consider its duties under the Equality Act 2010. It should consider whether the requirement for previously approved blue badge exemption holders to apply again when it starts CCTV monitoring, is a proportionate means of achieving a legitimate aim.

  • London Borough of Hackney (20 009 293)

    Category: Transport and highways Date: 09-Aug-2021

    Summary

    Mr B complained the Council, in trying to recover a debt it said he owed for an unpaid penalty charge notice did not properly consider whether he was vulnerable. The Council was at fault for not following the National Standards or properly considering Mr B’s vulnerability which caused him distress. The Council has agreed to remedy the injustice caused.

    Service improvements

    The Council will share the final decision with the enforcement agency to reflect the importance of referring potentially vulnerable debtors to the Council.

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