Service improvements

Southend-on-Sea City Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 Southend-on-Sea City Council as a CSV file.

  • Southend-on-Sea City Council (23 006 422)

    Category: Housing Date: 21-Feb-2024

    Summary

    Mrs X complained about the Council’s actions when she became homeless. The Council failed to properly consider whether it owed Mrs X a relief duty sooner and placed Mrs X and her child, Y, in unsuitable emergency accommodation. The Council did not consider Mrs X’s request to review its decision of temporary accommodation. It also offered her two properties which were unsuitable for her health needs and too far from Y’s school. These faults caused Mrs X distress, frustration, uncertainty, and financial loss. The Council has agreed to apologise to Mrs X, offer her a symbolic payment, reimburse her with costs resulting from the Council’s faults and review the suitability of her temporary accommodation. The Council will also make service improvements to prevent a recurrence of fault.

    Service improvements

    The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue residing at a property which is in disrepair and affecting their health.The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue to occupy the property beyond the expiry of an eviction notice.The Council has agreed to review with the staff the importance of making a suitability decision when applicants are unhappy with temporary accommodation.The Council has agreed to review with the staff the importance of ensuring offers are in line with its assessment of the applicant’s and its household’s needs.

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