Service improvements

St Helens 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 - 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 (21 018 898)

    Category: Planning Date: 27-Feb-2023

    Summary

    Mr C complained the Council failed to properly consider a prior approval application or respond to his subsequent reports and complaint. Mr C says he suffers from overlooking and unsecure access to his garden and spent unnecessary time and trouble in trying to resolve the matter. We have found no fault by the Council in its consideration of the prior approval application but there was fault in the way it responded to Mr C’s reports and complaint. I am satisfied the agreed action of an apology, £500 and a review of training and procedure provides a suitable remedy.

    Service improvements

    The Council will review its complaints procedure to ensure that all complainants receive a response in line with its published timescales or an explanation where this is not possible and that referrals from the Ombudsman are acted on promptly.The Council will review its training and guidance to relevant staff to ensure correct information is provided about potential enforcement action with particular reference to prior approval applications.The Council will review its enforcement procedure to ensure that reports are prioritised appropriately and members of the public are kept updated as necessary.

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