Service improvements

London Borough of Sutton

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 - 2 of 2 cases with service improvements

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

  • London Borough of Sutton (23 001 017)

    Category: Environment and regulation Date: 03-Sep-2023

    Summary

    Mrs X complained the Council delayed taking action following reports of blocked gullies in the road outside her property. Mrs X also complained about how the Council handled her complaint and says the Council’s actions caused her avoidable frustration. We found fault by the Council who agreed to provide a remedy to address the injustice identified.

    Service improvements

    Provide evidence the Council has agreed to provide complaints handling refresher training to its staff

  • London Borough of Sutton (22 015 893)

    Category: Environment and regulation Date: 08-Dec-2023

    Summary

    There was fault by the Council, because it relied on the wrong part of the law to issue a fine to the complainant, when she left waste bags out for collection on the wrong day. The Council has agreed to apologise to the complainant and refund the fine, and to ensure its staff and contractors understand the Government’s guidance on this matter.

    Service improvements

    The Council has agreed to provide guidance to relevant Council staff, and to the enforcement agency, to ensure they are aware of and understand the Department for Environment, Food & Rural Affairs guidance on the use of fixed penalties for domestic waste receptacle offences.The Council has agreed to provide guidance to the enforcement agency explaining the purpose of an FPN and that it does not carry a right of appeal.

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