Service improvements

London Borough of Waltham Forest

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

  • London Borough of Waltham Forest (22 005 408)

    Category: Environment and regulation Date: 14-May-2023

    Summary

    Mrs D, Mr E and Mr F (the Complainants) say over the last five years the Council has failed to properly investigate their complaint about their neighbours’ overgrown trees. We found the Council failed to consider and apply the correct statutory framework for these types of complaints. There was also fault in the Council’s complaint handling. These failings meant the Council has not provided an outcome which either puts right the alleged problem right or provides the Complainants with a right of appeal to the Planning Inspectorate. The Complainants have been put to unnecessary time and trouble in pursuing this and suffered a degree of distress and uncertainty. The Council has agreed to our recommendations to remedy the injustice.

    Service improvements

    The Council will undertake a detailed written review into the failings identified. In in doing so, the review should outline the number of high hedge complaints the Council has received over the last three years and the average time taken starting action and issuing a remedial notice. It should produce a plan for dealing with any identified delays.The Council will provide guidance and training to ensure high hedge complaints are allocated to the correct team.

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