Service improvements

Sheffield City 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 - 3 of 3 cases with service improvements

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

  • Sheffield City Council (21 011 551)

    Category: Environment and regulation Date: 09-Jan-2023

    Summary

    Mr X complained about how the Council decided to award street trading consents for three sites to a company other than his. The Council was not at fault in how it allocated the consents. It was at fault for poor complaint handling, which caused Mr X undue frustration. The Council will apologise and pay Mr X £100.

    Service improvements

    The Council will remind staff in its Parks and Countryside Service and Licensing Service of its complaints policy. This will include when to respond to contact as a complaint and that they should work together to provide complainants with a joined up, comprehensive and timely response when they receive complaints about issues that involve more than one service.

  • Sheffield City Council (21 011 239)

    Category: Environment and regulation Date: 07-Jun-2022

    Summary

    It was for the Council to decide whether to suspend indoor collections of bulky waste, because of concerns about the spread of COVID-19. The Council should have ensured it made an assessment of the likely impact of this suspension on disabled people, but this did not cause a direct injustice to the complainant. There was an injustice to the complainant caused by the delay and confusion in the Council’s complaint handling, which it has now agreed to remedy. We have therefore completed our investigation.

    Service improvements

    The Council has agreed to circulate guidance to relevant staff to ensure they understand its policy on dealing with complaints about waste collection.

  • Sheffield City Council (21 000 037)

    Category: Environment and regulation Date: 24-Apr-2022

    Summary

    The Ombudsman found fault by the Council on Ms J’s complaint about its failure to take enforcement action against noisy neighbours. It failed to provide us with complete records, show it considered and reached a decision on her acoustic report, and failed to show whether officers properly considered and reviewed the case after witnessing two breaches of an abatement notice. The agreed action remedies the injustice caused.

    Service improvements

    The Council agreed to take steps to ensure it knows why there are gaps in the evidence it provided in support of its response to our enquiries.The Council agreed to ensure officers are reminded of the need to have a proper record of their consideration of, and their decision on, evidence provided privately by a complainant, such as an acoustic report.The Council agreed to ensure officers are reminded of the need to have clear records of reviews, and decisions taken on those reviews, after witnessing, or having monitoring equipment evidence, a breach of an abatement notice.The Council agreed to give officers clear updated guidance about the noise procedure it expects them to follow, especially following breaches of abatement notices.

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