Service improvements

London Borough of Hounslow

Showing service improvements between 1 April 2023 and 31 March 2024

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 Hounslow as a CSV file.

  • London Borough of Hounslow (23 005 539)

    Category: Benefits and tax Date: 06-Dec-2023

    Summary

    Miss X complained about recovery action the Council took against her for council tax arrears. There was fault in how the Council took recovery action and responded to Miss X’s complaints. This caused her avoidable distress, upset, time and trouble for which the Council agreed to apologise and pay a financial remedy. It will also credit other payments Miss X had made to her account and review its procedures.

    Service improvements

    The Council agreed to remind its complaint and council tax staff that complaints should be processed in line with the Council’s complaints procedure and decisions about fault on the Council’s part should only be made after a proportionate investigation into a complaint.The Council agreed to review its procedures for identifying unallocated payments in its council tax receiving account to ensure that unallocated payments are traced within a reasonable period of time.

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