Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2024 and 31 March 2025

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 Tower Hamlets as a CSV file.

  • London Borough of Tower Hamlets (24 005 624)

    Category: Benefits and tax Date: 04-Mar-2025

    Summary

    Ms X complained of the Council’s handling of her council tax bill. This included issuing multiple confusing bills and failing to give a refund she was eligible for. Ms X also says the Council stopped her council tax reductions and failed to inform her of this. The Council was at fault for its poor communication regarding the refund. It was also at fault for its delayed complaint responses. However, the Council was not at fault for issuing multiple bills or how it assesses council tax reductions. The Council agreed to apologise and make a payment to Ms X to recognise the distress, frustration and uncertainty its poor communication caused.

    Service improvements

    The Council will remind complaints officers to address the full complaint in its complaint responses and provide responses in line with the timescales set out in the Council’s corporate complaints policy.

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