Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2024 and 31 March 2025

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 Hillingdon as a CSV file.

  • London Borough of Hillingdon (23 010 952)

    Category: Other Categories Date: 02-May-2024

    Summary

    Mr X complains about the Council’s response to his bin collection complaints and the lack of reasonable adjustments it made for him when he submitted various complaints to it in September 2023. The Council was at fault for lack of clarity and consistency in how it managed Mr X’s reasonable adjustments. This caused Mr X avoidable uncertainty and frustration. The council agreed to our recommendations at the end of this decision on what action the Council will take to remedy the injustice its actions caused Mr X.

    Service improvements

    The Council agreed to remind its staff that deal with complaints that if a resident says they are not managing to access a service, report issues, or communicate with the Council due to a health condition or disability, the Council has a duty under the Equality Act to enquire into the adjustments they are requesting and if they are reasonable, to put them place.

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