Service improvements

Spelthorne Borough Council

Showing service improvements between 1 April 2025 and 31 March 2026

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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Spelthorne Borough Council (25 009 122)

Category: Housing Date: 25-Aug-2026

Summary

Ms B complained about the way the Council dealt with her housing situation when she approached it as a victim of domestic abuse. We found fault with the Council’s approach which caused Ms B and her family uncertainty. The Council has agreed to offer her the opportunity to make a homeless application now, apologise to her, make a symbolic payment and provide refresher training to staff.

Service improvements

The Council agreed to ensure it properly records its reasons for not pursuing a homeless application in situations where it appears to be the best option for rehousing. .The Council agreed to ensure housing register applicants are properly informed of their rights to dispute decisions made in connection with their application.

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