Service improvements

Northumberland County Council

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 - 2 of 2 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Northumberland County Council as a CSV file.

  • Northumberland County Council (21 006 778)

    Category: Environment and regulation Date: 14-Feb-2022

    Summary

    The Council was at fault when it incorrectly advised Mr X about the type of licence needed for his new business. The Council has agreed to pay Mr X £300 in recognition of avoidable frustration and raised expectations caused by this fault. The Council has also agreed to our service improvement recommendation.

    Service improvements

    The Council has agreed to remind staff, through appropriate training, and across departments where necessary, of the criteria for different licence types - in particular the criteria for pedlar's licences, street trading permits and concession licence agreements.

  • Northumberland County Council (21 001 827)

    Category: Environment and regulation Date: 02-Dec-2021

    Summary

    Mrs X complained the Council failed to have due regard to its Public Sector Equality Duty in the way it dealt with a complaint about rubbish in her yard. The Council was at fault. It failed to consider whether Mrs X required reasonable adjustments when she advised it of her disabilities. The Council has agreed to apologise to Mrs X, cancel the fixed penalty notice and to take no further action. It has also agreed to remind officers of the Public Sector Equality duty and the need to keep accurate records of contact.

    Service improvements

    The Council will remind relevant officers of the need to keep appropriate records of contact with service users.The Council will remind relevant officers of the public sector equality duty and their responsibility to consider whether to make reasonable adjustments if people with disabilities have problems using the service.

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