Service improvements

Thanet District 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 - 6 of 6 cases with service improvements

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

  • Thanet District Council (22 008 717)

    Category: Housing Date: 09-Feb-2023

    Summary

    Ms X complained that the Council provided her and her child with unsuitable temporary accommodation when they were homeless. She said they had suffered with noise and disturbances outside, including fighting and banging on the window. We found no fault in the way the Council responded to Ms X’s concerns. However, it was at fault in that it delayed in responding to her complaints. The Council has agreed to apologise for this.

    Service improvements

    The Council has agreed to issue a reminder to relevant staff that complaint responses must be issued within published timescales.

  • Thanet District Council (22 007 117)

    Category: Environment and regulation Date: 29-Nov-2022

    Summary

    Miss X complains the Council has persistently failed to collect her garden waste, and failed to respond to her stage two complaint. We find fault with the Council for the missed collections and delayed complaint response, causing Miss X frustration and inconvenience. We have agreed remedies to ensure this does not continue.

    Service improvements

    Within two months of the final decision the Council should:• monitor all Miss X’s collections for a further three months;• ensure all relevant staff are aware of the complaint handling procedure and time frames for responding, and confirm how it will ensure that timescales are met in responding to complaints.

  • Thanet District Council (22 003 992)

    Category: Benefits and tax Date: 04-Aug-2022

    Summary

    We will not investigate this complaint about the Council’s enforcement agents visiting Mr X about debts he did not owe. This is because the Council has agreed our invitation to provide a suitable remedy for the injustice its faults caused.

    Service improvements

    Where enforcement agents are involved, Council will deal with information within five working days of receipt.Council will coordinate with enforcement agents to adhere to timescales and so complainants do not need to go through both Council's and enforcment agents' complaint procedures.

  • Thanet District Council (22 000 996)

    Category: Environment and regulation Date: 27-Sep-2022

    Summary

    Mr X complained the Council unfairly removed its garden waste collection service for his road due to access concerns, but his neighbouring road also has narrow access but still has the service. There was fault by the Council for failing to provide evidence of its decision making and for poor complaint handling. The Council has agreed with our recommendations to provide Mr X with an apology, a financial remedy, and to provide proper records after reassessing both roads.

    Service improvements

    The Council will put in place measures to ensure future decisions within the Garden Waste Service are properly documented, providing evidence this has been communicated to appropriate staff members.

  • Thanet District Council (21 009 264)

    Category: Environment and regulation Date: 07-Jul-2022

    Summary

    Mr C said the Council failed to take sufficient action to prevent a business close to his home from disturbing his family early in the mornings. The Council was at fault for a failure to take action against the business for a period of two months. This fault caused Mr C injustice as his sleep was disturbed and his mental health suffered. The Council has already apologised to Mr C and paid him £500 in recognition of the injustice caused. It has agreed to pay £200 more.

    Service improvements

    The Council was at fault for delay in dealing with a planning enforcement case at a business near the complainant's house. The Council has agreed that, within two months of the date of this decision, it will review the case and, where necessary, amend its processes and providing training or support. It will then write to the Ombudsman explaining what it has done and intends to do to prevent similar fault in future.

  • Thanet District Council (21 003 548)

    Category: Environment and regulation Date: 18-Apr-2022

    Summary

    Mr X complained the Council failed to provide an adequate refuse collection service. The Council was at fault for repeated missed collections, and for issues with its complaints handling. The Council will apologise and pay Mr X £100 for the frustration caused by repeated missed collections and the time and trouble taken trying to resolve his complaint. The Council will also consider what actions it should take to improve its service and remind its staff about proper complaints processes.

    Service improvements

    The Council will review its processes for monitoring residents' bin collections to ensure that when it agrees to do this, there is sufficient oversight and the monitoring leads to improvements in the service provided.The Council will review its processes to ensure that where it misses a bin collection, it visits to attempt collection again where appropriate. It will also review its proccesses to confirm it keeps accurate and up to date records of when those recollections are made.The Council will remind its staff they should issue complaints responses in accordance with the timescales set out in its complaint policy.

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