Service improvements

Medway Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 Medway Council as a CSV file.

  • Medway Council (24 011 386)

    Category: Housing Date: 30-Oct-2025

    Summary

    Miss X complained about the Council’s lack of action and response to her reports when her landlord delayed fixing various disrepair issues at her property. We found the Council at fault for letting the case drift and the late point it found a Category 1 hazard. This caused Miss X significant uncertainty and distress. The Council has agreed to apologise, pay a symbolic payment, and take action to prevent future recurrence of fault.

    Service improvements

    The Council should use this complaint as a case study to review its processes and put in place actions to improve how it responds to repeated disrepair reported by complainants and improve how it effectively monitors compliance with repairs it asks of private landlords.

  • Medway Council (24 010 569)

    Category: Housing Date: 29-May-2025

    Summary

    Mr X complained about a lack of support from the Council when he told it his landlord was evicting him. We have found fault by the Council because it did not complete the actions set out in Mr X’s Personalised Housing Plan, did not offer him interim accommodation while it made enquiries into his case and took too long to accept the Relief Duty to him. The Council agreed to apologise and make Mr X a payment in recognition of the injustice caused to him.

    Service improvements

    The Council will share a copy of this decision with housing staff to identify learning from this complaint.

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