Service improvements

Swindon Borough Council

Showing service improvements between 1 April 2021 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 Swindon Borough Council as a CSV file.

  • Swindon Borough Council (24 003 899)

    Category: Transport and highways Date: 13-Jan-2025

    Summary

    Ms W complained the Council failed to accept responsibility for flooding and has not taken corrective action to fix defective road drainage. We have found the Council at fault for failing to complete repair work to damaged drainage. To remedy the injustice caused the Council has agreed to apologise to Ms W and repair the defective road drainage.

    Service improvements

    The Council will remind its highway maintenance and customer service teams about following its complaint policy, including to ensure a response is provided at Stage 1 and that a Stage 2 response is provided by a Service Manager which appropriately addresses all points and the outcome of complaints.

  • Swindon Borough Council (21 012 063)

    Category: Transport and highways Date: 12-May-2022

    Summary

    Mr E complained about the Council’s delays when he reported his neighbours were using his dropped kerb. We find the Council was at fault as it delayed responding to Mr E’s communication and it also delayed responding to his complaint. The Council has agreed to our recommendations to address Mr E’s injustice.

    Service improvements

    The Council will issue written reminders to staff within its streetworks department to ensure they are aware they should respond to customer’s queries without unnecessary delay. If there are going to be delays, they should keep customers updated.The Council will issue written reminders to relevant staff to ensure they are aware of the Council’s complaints procedure and the timescales for responding to complaints.

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