Service improvements

Thanet District Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 Thanet District Council as a CSV file.

  • Thanet District Council (24 006 937)

    Category: Environment and regulation Date: 13-Mar-2025

    Summary

    Mrs B complained the Council is not providing a satisfactory waste collection service to the road she lives on. The Council was at fault for missing waste collections and there has been service failure to comply with its duty to keep land clear of litter and refuse. Because of the fault and service failure, Mrs B suffered frustration and uncertainty, and it meant she continued to contact the Council to report issues and raise complaints. The Council has agreed to apologise to Mrs B, make a symbolic payment, and monitor waste collections on Mrs B’s road. It has also agreed to carry out officer visits and make written contact with residents, produce an action plan, and issue a staff briefing.

    Service improvements

    The Council will issue a staff briefing to relevant staff members to remind them of the importance of actioning and closing reports about waste collection issues from residents in a timely manner. This will help to ensure waste collection issues are addressed and responded to promptly, without delay.The Council will produce an action plan to identify ways of improving the waste service on the affected road and stop fly-tipping and bins becoming overfilled. The action plan should include timeframes for any action to be taken and the Council will provide us with a copy of this action plan. This will help to ensure steps are taken to improve the waste service, and will help to ensure all actions are taken in a timely manner to ensure progress.

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