Service improvements

London Borough of Hillingdon

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 - 4 of 4 cases with service improvements

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

  • London Borough of Hillingdon (22 006 823)

    Category: Environment and regulation Date: 19-Jan-2023

    Summary

    Mr X complained the Council failed to properly investigate his complaints about antisocial behaviour and noise nuisance from his neighbours. We found fault with the Council for delaying its investigation into noise nuisance. We also found fault with the Council failing to investigate Mr X’s concerns about antisocial behaviour. The Council agreed to open an investigation into antisocial behaviour by Mr X’s neighbours, provide training to staff about investigating noise nuisance, apologise to Mr X and pay him £750 for the prolonged frustration, inconvenience and distress caused.

    Service improvements

    Provide training to staff about investigating noise nuisance about domestic noise. Namely, that domestic noise can still form a statutory noise nuisance if it unreasonably and substantially interferes with the use or enjoyment of a home,

  • London Borough of Hillingdon (22 002 318)

    Category: Environment and regulation Date: 09-Jan-2023

    Summary

    Ms X complained the Council failed to investigate a noise nuisance from a neighbouring property and about poor communication. The Council was at fault for delay in deciding if the noise from pipes was a statutory nuisance and poor communication. The Council has already apologised about the delay in collecting the noise equipment and delay in responding to Ms X emails. The Council will apologise and pay Ms X £200 for the frustration and uncertainty caused by the delays. The Council will reinstall the noise equipment, decide if it is a statutory nuisance and remind staff about customer service response times.

    Service improvements

    The Council will revise its procedures to ensure it responds to enquiries when staff members are off sick or on leave.

  • London Borough of Hillingdon (21 015 981)

    Category: Environment and regulation Date: 11-Sep-2022

    Summary

    Mr X complained about the Council’s failure to take action to remove abandoned vehicles parked outside his home. We have found the Council to be at fault because it took too long to progress the case. To remedy the injustice caused, the Council has agreed to apologise and make a payment to Mr X and take action to improve the Council’s service.

    Service improvements

    Review the current position on site and contact the police again to determine what action can be taken. The Council should then contact Mr X to provide an update about what, if any, action the Council or the police intend to take.Share my decision with all relevant staff. It should also remind them of the need to progress cases and complaints in a timely manner, keep customers informed and maintain proper records.

  • London Borough of Hillingdon (21 014 730)

    Category: Environment and regulation Date: 21-Jul-2022

    Summary

    Ms X complained about the Council’s decision to approve works to trees in a conservation area that she said were used by bats. We found the Council at fault in failing both to consult on the application or to make a written record of its decision reasons. These faults were unlikely to have affected the Council’s decision to not make a tree preservation order. The Council agreed to apologise to Ms X for the distress and frustration caused by the lack of information about its decision making. The Council also agreed to change its procedures to ensure in future it records the reasons for its decisions.

    Service improvements

    The Council agreed to change its practice and procedure when dealing with notices about tree works in conservation areas so it: - makes and keeps a written record of the reasons for its decisions on each notice; and - draws the notice applicant's attention to relevant wildlife protection legislation when it consents to tree works. The Council also agreed to write to relevant officers to tell them about the changes and the need to implement them when dealing with notices.

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