Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2025 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 - 1 of 1 cases with service improvements

Export results (CSV)

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

  • London Borough of Hillingdon (24 021 944)

    Category: Other Categories Date: 23-Oct-2025

    Summary

    Miss X complained about the Council’s actions in relation to a business she runs in a Council-owned property. We have not investigated all aspects of her complaint, as it would be reasonable for her to pursue some matters through the courts. We find the Council at fault for poor communication, failure to act as promised, and poor complaint handling. This caused Miss X avoidable uncertainty, distress, and time and trouble. The Council has agreed to apologise, make a payment to Miss X, and take steps to improve its services.

    Service improvements

    The Council has agreed to using this case as an example, remind relevant officers of the importance of clear, timely communication, providing updates within agreed timescales, and ensuring action and commitments are followed through.The Council has agreed to remind relevant complaint handling officers to ensure responses address each aspect of a complaint and offer appropriate apologies and remedies where fault is found.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings