Service improvements

London Borough of Tower Hamlets

Showing service improvements between 1 April 2021 and 31 March 2022

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 Tower Hamlets (20 005 385)

    Category: Other Categories Date: 31-Aug-2021

    Summary

    Mr B complained on behalf of himself and his father about the decision of an Allotment Society, on behalf of the Council, to ban both of them (and his brother) from his father’s allotment in May 2020. This decision was made after they complained about an incident where they were asked to extinguish a fire. We find the Society undertook a flawed investigation of their complaint and its decision to ban them also followed a flawed process. We consider this caused avoidable distress. At the end of this statement, we set out action the Council has agreed to remedy that injustice.

    Service improvements

    The Council will review its existing procedures and carry out liaison with Allotment Societies in its area to ensure that Allotment Societies are briefed on the Ombudsman’s view of our jurisdiction to investigate complaints which fall under their complaint procedures and that the Council’s has a responsibility to ensure an appropriate remedy is provided where a complaint is upheld; that Allotment Society complaint procedures provide appropriate signposting to this organisation; that Allotment societies in the Council’s area are signposted to our principles of good complaint handling available via our website andthat appropriate staff within the Council are briefed to ensure they provide appropriate signposting if contacted by someone who wishes to complain about a matter pertaining to the management of allotments in its ownership

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