Service improvements

Sandwell Metropolitan Borough Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 Sandwell Metropolitan Borough Council as a CSV file.

  • Sandwell Metropolitan Borough Council (22 008 901)

    Category: Benefits and tax Date: 30-Nov-2022

    Summary

    Ms B complained that the Council incorrectly used an attachment of earnings to recover council tax arrears directly from her wages when she was making payments in accordance with an agreed arrangement. It also delayed in responding to her complaint. We found fault with the Council’s actions. It has agreed to pay Ms B £250 and improve the operation of its complaints procedure.

    Service improvements

    The Council has agreed to consider what steps it can take to improve its procedures to enable the Council to respond to complaints in accordance withits published complaints procedure.

  • Sandwell Metropolitan Borough Council (21 012 086)

    Category: Benefits and tax Date: 30-May-2022

    Summary

    Mr X complained about the Council’s handling of his council tax account. We found fault by the Council, including avoidable delay and taking council tax recovery action after Mr X appealed to the Valuation Tribunal. Mr X experienced avoidable distress and unnecessary time and trouble before the Council adjusted his council tax bill to show a credit balance. To put matters right, the Council agreed to apologise to Mr X, pay £ 450 in recognition of his distress, time and trouble and refund his council tax credit.

    Service improvements

    The Council agreed to tell officers to place a minimum 28 day hold on recovery action on council tax accounts when it received a resident's council tax appeal. The Council also agreed to a senior officer reviewing such cases before removing a hold on recovery action from a council tax account.

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