Service improvements

London Borough of Haringey

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 - 3 of 3 cases with service improvements

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

  • London Borough of Haringey (22 002 937)

    Category: Environment and regulation Date: 06-Oct-2022

    Summary

    We found fault by the Council on Mr J’s complaint about it failing to act against a nearby restaurant after making reports of odour and noise nuisance over many years. There were periods of delay and poor communication with Mr J during the Council’s investigation. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to identify why there: were delays amounting to a total of 12 weeks with issuing a notice and telling the complainant what it had done; was a failure to provide regular updates. It will act to ensure these are not repeated on future cases.

  • London Borough of Haringey (21 011 712)

    Category: Environment and regulation Date: 10-Apr-2022

    Summary

    Ms X complained the Council incorrectly issued her with a Fixed Penalty Notice (FPN) for fly-tipping. We find the Council’s policy for issuing FPNs is flawed. We recommend the Council apologises to Ms X, cancel the FPN issued to her, rewrite its policy on issuing FPNs and take action to remedy injustice to any other affected parties.

    Service improvements

    Amend policy relating to rubbish left out early to rely on Section 33 of the Local Government Act, not Section 46A.Identify all parties who have been issued a Fixed Penalty Notice in the last 12 months and reassess these based on the new policy.

  • London Borough of Haringey (21 006 566)

    Category: Environment and regulation Date: 13-Apr-2022

    Summary

    A complaint was made on behalf of Ms C who suffered disturbance from the occupier of a neighbouring flat, who moved into their property around November 2019. We found fault in the Council’s response from November 2020 onward, when it became aware of this matter. This was because the Council failed to carry out an adequate investigation or take actions it promised. This loss of a service caused injustice to Ms C as well as causing her unnecessary distress, time and trouble. The Council accepts these findings and at the end of this statement, we set out the action it has agreed to remedy this injustice.

    Service improvements

    The Council agreed to issue advice to all relevant staff on the importance of basic recordkeeping when investigating reports of noise nuisance or ASB; to include brief details of telephone calls and action being taken on cases;The Council agreed to issue advice to all relevant staff on where there might be instances where it can investigate or take action in respect of reports of shouting or raised voices if these are not reflective of ‘normal domestic use’ of dwellings.The Council agreed to complete a review of the information published on its website to provide a link from the page on noise nuisance to those dealing with anti social behaviour. It also agreed that information about anti social behaviour would include more information about its powers to tackle this and include a reference to the role of its Community Multi Agency Risk Assessment Conference (CMARAC).The Council agreed to review of its current arrangements for checking on the progress of open investigations into noise nuisance or anti social behaviour to ensure these did not drift; for example, producing reports for management review where there has been no action taken on a case for several weeks (we suggested 8 weeks as a benchmark).The Council agreed to review its procedure for following up when it had issued a reply to a complaint to ensure it takes the action promised in that reply. We advised it that complaint responses should ideally contain named points of contact for complainants with information about who will be responsible for taking action and by when.

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