Service improvements

London Borough of Redbridge

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 Redbridge (22 013 178)

    Category: Transport and highways Date: 06-Jun-2023

    Summary

    the Council gave Mrs B wrong information about her options when she contacted the Council about a penalty charge notice, failed to consider alternative options in light of Mr B’s vulnerability and delayed telling enforcement agents about the circumstances. An apology, agreement to take the debt back from the enforcement agent and consider a payment plan, payment to Mrs B, training for officers and amending the Council’s vulnerability policy is satisfactory remedy.

    Service improvements

    The Council will arrange a training session for officers dealing with parking fines to ensure they understand the statutory declaration process and the circumstances in which a statutory declaration can be made. That training session should also cover how to deal with vulnerable debtors and the options available once the debt has been passed to the enforcement agents.The Council will consider whether to amend the Council’s vulnerability policy to cover the options open to the Council when it identifies a debtor’s vulnerability late in the process when the case is already with the enforcement agent.

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