Service improvements

St Helens Metropolitan Borough 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 St Helens Metropolitan Borough Council as a CSV file.

  • St Helens Metropolitan Borough Council (20 004 737)

    Category: Planning Date: 20-Aug-2021

    Summary

    Ms F complains the Council did not properly consider the impact on her home when it granted planning permission to a neighbour’s extension. We found there was fault in the planning officer’s report, but this did not cause injustice to Ms F. The Council delayed dealing with Ms F’s complaint. It has agreed to make a payment to acknowledge the time and trouble this caused her and make improvements to its service.

    Service improvements

    •Put a system in place to ensure: 1.Acknowledgements are sent promptly when complaint correspondence is received. 2.Complaint correspondence is correctly filed. 3.Complainants are kept informed of any delays in the investigation of their complaints. •Send evidence to the Ombudsman of the actions it has taken.

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