Service improvements

Tonbridge and Malling 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 Tonbridge and Malling Borough Council as a CSV file.

  • Tonbridge and Malling Borough Council (21 013 847)

    Category: Environment and regulation Date: 13-Apr-2022

    Summary

    Mr B complained the Council failed to provide its garden waste service, deliver his bin, and wrongly refused to his refund request. We found the Council failed to deliver the agreed service to Mr B due to circumstances outside its control. It was at fault for its failure to provide Mr B with a bin and its refusal to refund his subscription payment as set out in its terms and conditions. The Council agreed to apologise to Mr B and make payment to acknowledge the injustice it caused.

    Service improvements

    The Council will remind its staff about the Council’s garden waste service terms and conditions to ensure bins are delivered to users within one month from the date a request is made, and to accept requests for refunds if these are made before its bins have been delivered.

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