Service improvements

Mole Valley District Council

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 Mole Valley District Council as a CSV file.

  • Mole Valley District Council (23 014 622)

    Category: Housing Date: 23-Jun-2024

    Summary

    Miss X complains about the way the Council dealt with her when she was homeless as it charged her storage costs and a charge for her accommodation causing distress and financial loss. We found no evidence of fault by the Council in the way it dealt with Miss X’s homelessness application and charged her for storage costs. But we found fault in the way the Council dealt with a rent in advance loan as it does not have an updated written policy explaining how it will implement the scheme for temporary accommodation. I have recommended the Council draws up such a policy as a suitable service improvement in this case. So, we have completed our investigation.

    Service improvements

    The Council should update its written policy for its rent in advance loan scheme including for temporary accommodation and ensure the policy and procedure about the rent in advance loan is made available to applicants. The Council should ensure procedural fairness, the ‘reasonable charge’ and to make sure an applicant fully understands the consequences of entering into such an agreement, the outcome of not doing so, and impact any decision may have on their homelessness application.The Council should remind officers of the rent in advance policy so it can be applied when necessary.

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