Service improvements

Norwich City 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 - 1 of 1 cases with service improvements

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

  • Norwich City Council (21 000 568)

    Category: Housing Date: 02-Mar-2022

    Summary

    Ms X complained that the Council failed to act on further requests she made for homelessness assistance. We found its failure to respond to her emails was fault. However we cannot say if the Council would have decided there were new facts since it made the previous homelessness decision which would have required it to take a new application. The injustice to Ms X is therefore limited to frustration and uncertainty about the outcome. We did not find fault in the way the Council assessed Ms X’s priority on the Housing Register. The Council has satisfactorily addressed Ms X’s concern that staff may have had unauthorised access to her records and dealt with her request for a reasonable adjustment.

    Service improvements

    The Council will send a briefing note to staff in the Home Options team to remind them to identify and pass on any requests for homelessness assistance made in correspondence about Home Options applications.

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