Service improvements

London Borough of Newham

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 - 3 of 3 cases with service improvements

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

  • London Borough of Newham (22 004 363)

    Category: Transport and highways Date: 25-Nov-2022

    Summary

    Mr Y complained about the way the Council dealt with his request that it recall two outstanding penalty charge notice debts from its enforcement agents because he is a vulnerable person. We found fault in how the Council considered his request. But this fault did not cause Mr Y an injustice and so we have completed our investigation.

    Service improvements

    The Council agreed to issue a memo reminding all staff handling Penalty Charge Notice complaints and recovery of Penalty Charge Notice debts that any reference to the debtor being vulnerable should be followed up.The Council agreed to remind its enforcement agents that where a debtor says they are vulnerable the Council should be informed so that it can consider the circumstances of the case to see if it should become involved.

  • London Borough of Newham (22 001 827)

    Category: Transport and highways Date: 24-Jan-2023

    Summary

    Mr X complains the Council has not enforced the controlled parking zone on his road and has taken no action to address the street signs being vandalised. We have found the Council at fault for its record-keeping and for delaying in instructing a repair to the signs. These faults caused Mr X avoidable frustration. We have recommended an apology and service improvements.

    Service improvements

    The Council will put in place an action plan to ensure reports of vandalised street signs are properly documented and addressed without administrative delay.

  • London Borough of Newham (21 008 274)

    Category: Transport and highways Date: 28-Apr-2022

    Summary

    Ms X complained the Council delayed installing a disabled parking bay near her property. The Council has already admitted to delays but stated they occurred because work stopped during the COVID-19 pandemic, causing a significant backlog. Under these circumstances, we do not find fault. The Council’s failure to explain on its website that it can exercise discretion when determining disabled parking bay applications is fault. It has agreed to amend its website to make this clear.

    Service improvements

    The Council agreed to amend its website to make it clear it will consider all applications for disabled parking bays from blue badge holders on a case-by-case basis when the applicant is in receipt of the lower mobility rate component of Disability Living Allowance.The Council agreed to ensure relevant staff are aware that applications for disabled parking bays, where the applicant has a blue badge but does not receive the higher mobility rate for Disability Living Allowance, should be considered on a case-by-case basis.

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