Northampton Borough Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
50% Complaints upheld by Northampton Borough Council
50% of complaints we investigated were upheld.
This compares to an average of 51% in similar authorities.
2 upheld decisions
View upheld decisionsStatistics are based on a total of 4 detailed investigations for the period between 1 April 2021 to 31 March 2022
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Compliance with Ombudsman recommendations
0% of cases were successfully implemented by Northampton Borough Council
0% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 0 compliance outcomes for the period between 1 April 2021 to 31 March 2022
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Northampton Borough Council
In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 20% in similar authorities.
0 satisfactory remedy decisions
Statistics are based on a total of 2 detailed investigations for the period between 1 April 2021 to 31 March 2022
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against Northampton Borough Council
Ombudsman reminds councils historic buildings need special consideration
Planners must ensure they refer to the correct legislation when considering applications affecting heritage sites, the Local Government Ombudsman has said.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 20 001 885
Category: Benefits and tax
Sub Category: Council tax
- The Council agreed to: review its processes and advise staff of the incident and its consequences and make the training/reference material more robust; target requests for detailed council tax reduction calculations and send them to a specific priority workstream so they are treated urgently and do not get mixed up with general correspondence; change the wording on council tax bills from a passive statement to request information to a more informed statement that it is a right to have it should you so wish, something akin to ‘You are entitled to a written statement setting out the reasons for the reduction decision or, details of the appeals procedure. Please contact us within one month to request this … which will be in bold to stand out on the page.’
Case reference: 20 000 712
Category: Planning
Sub Category: Planning applications
- The Council should produce a joint working agreement to ensure effective communication and cooperation between the Council and Northampton Partnership Homes on complaints.
- The Council should review information sharing arrangements between the Council and Northampton Partnership Homes so that information about complaints can be shared easily.
- The Council should arrange complaint handling training for all senior staff and staff responsible for responding to complaints at Northampton Partnership Homes and the Council.
Case reference: 19 018 143
Category: Environment and regulation
Sub Category: Cemeteries and crematoria
- The Council has altered its procedure to ensure a baby will no longer be interred in the head of adult graves. When the Council becomes part of the new unitary authority it intends to adopt a policy to ensure babies are buried either in the baby section or in a full grave.
Case reference: 19 007 481
Category: Adult care services
Sub Category: Disabled facilities grants
- Within two months of my final decision on this complaint the Council should draw up an action plan to learn lessons from this complaint. I will not be prescriptive about what those lessons are, but they must include: Improving record keeping including reasons for delay in taking action and agreeing remedial work. Consideration of how the Council can ensure it meets the requirements of the DFG process including inspections, signing off work and providing completion certificates. Reviewing its complaint handling procedures with regards to DFG applications and process.
Case reference: 19 015 470
Category: Environment and regulation
Sub Category: Refuse and recycling
- The Council will carry out a period of monitoring of the waste dumped in Mr X’s area, in relation to both the public bins and the fly-tipping, to identify the root of the problem. The Council should then develop and implement a plan to address the problem. This monitoring should begin within one month of the final decision and continue for a period of three months. The Council should then provide the Ombudsman with details of its findings and plan to address the problem within one month of the monitoring concluding.
- Remove the fly-tipping from the relevant highway.
- Refer the site detailed to the Environmental Agency.
- The Council will carry out the weed treatment on Mr X’s road and the surrounding roads according to the spring cycle. It will then review the treatment one month later and determine the suitability of further treatment.
Case reference: 19 006 047
Category: Environment and regulation
Sub Category: Licensing
- As part of its consideration of a licensing enforcement policy the Council should ensure either the policy or its taxi and private hire customer complaints guide makes clear the need to write to those who have complained to tell them about the outcome of any investigation.
Case reference: 18 016 348
Category: Other Categories
Sub Category: Other
- The Council has agreed, within three months, to review its procedures for burials, to ensure there is a robust double-check of the plot numbers at the point the grave is dug.
Case reference: 18 008 117
Category: Housing
Sub Category: Homelessness
- Review its procedures to ensure that, in future, anyone who is potentially homeless is dealt with as such.
Last updated: 4 April 2015