Service improvements

Stevenage 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 - 2 of 2 cases with service improvements

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

  • Stevenage Borough Council (25 001 485)

    Category: Housing Date: 13-Jan-2026

    Summary

    Mrs X complained the Council failed to take sufficient action to provide accommodation that meets the needs of her family. The Council failed to take timely action once it was determined that her current property could not be adapted to meet her needs meaning Mrs X has been living in accommodation without proper washing and sleeping facilities impacting on her mental and physical health. As well as exploring all possibilities to find alternative accommodation the Council will make Mrs X a symbolic payment.

    Service improvements

    Review how it procures larger properties to increase the supply for larger families in unsuitable accommodation.

  • Stevenage Borough Council (24 007 983)

    Category: Housing Date: 17-Jul-2025

    Summary

    Mr X complained about the Council’s actions when he approached it as homeless. We found some fault by the Council as it did not evidence it assessed the suitability of interim accommodation it offered to him. This caused uncertainty and frustration to Mr X. The Council has agreed to apologise, pay a symbolic payment to recognise his injustice, and take action to prevent recurrence of this fault.

    Service improvements

    The Council will send written reminders to relevant housing staff that they should clearly record its decision making on how it has assessed suitability of interim accommodation offered to applicants, and how it has considered any reasons for refusal.

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