Service improvements

London Borough of Tower Hamlets

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.

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London Borough of Tower Hamlets (22 016 414)

Category: Planning Date: 21-Aug-2023

Summary

Mr X complained the Council failed to tell him about proposed solutions to protect the privacy of his home. We found fault as the Council took a significant amount of time to share the options with him. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mr X and remind officers of relevant procedures.

Service improvements

The Council will remind relevant officers to adhere to the Council’s complaints handling policy and timescales. This will help to ensure it communicates with complainants in a clear and timely manner.The Council will remind relevant officers to ensure they are aware they should communicate with complainants (outside of the complaints process), without unnecessary delay. If there are going to be delays, they should keep complainants updated. This will help to ensure people are communicated with in a timely and transparent manner.

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