Service improvements

Waverley 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 - 2 of 2 cases with service improvements

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

  • Waverley Borough Council (22 001 259)

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

    Summary

    Ms K complained the Council failed to tell her of her right to appeal its decision when assessing her Council Tax and Housing Benefit. The Council has accepted it was at fault for not properly explaining Ms K had a right to appeal, putting her to the time and trouble of complaining. We also find this caused Ms K anxiety. The Council has agreed to remedy the injustice caused to Ms K.

    Service improvements

    The Council will confirm and provide evidence of the amendments it proposes to letters and its website ensuring claimants are aware of their right to appeal to the Social Security Tribunal and the Valuation Tribunal.The Council will share this decision and remind staff dealing with housing benefit and council tax claims to advise claimants of their rights of appeal to the Social Security Tribunal and the Valuation Tribunal.

  • Waverley Borough Council (21 018 835)

    Category: Planning Date: 07-Nov-2022

    Summary

    Mr X complained about the Council’s handing of his easement application to facilitate access and services to his new-build development. We have found the Council to be at fault. Mr X was given incorrect advice when he was told an easement was already in place. The Council then took too long to process his application. This had an impact on the completion of the associated development and caused Mr X distress and frustration. To remedy this injustice, the Council has agreed to apologise, make a symbolic payment to Mr X and review its procedures.

    Service improvements

    Reflect on the issues raised in this decision statement and identify any areas of service improvement. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems not reoccur. This report should be sent to the Ombudsman. A copy of this decision statement should be shared with relevant officers.

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