Service improvements

London Borough of Lambeth

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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  • London Borough of Lambeth (23 002 932)

    Category: Environment and regulation Date: 18-Jul-2023

    Summary

    There was fault by Serco which acts for the Council. Serco’s crew overfilled Ms X’s bin with waste from other properties, which broke the lid when emptying the contents into the lorry. The Council then wrongly said Ms X was responsible for overfilling and refused to give her a new bin for free. It also failed to review Ms X’s videos. The Council will apologise, make a symbolic payment and instruct Serco to stop using one bin to collect waste from other properties.

    Service improvements

    The Council will instruct Serco to stop the practice of putting other people's waste into one bin so it overflows, especially in relation to this complaint, but in other cases as well.

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