Service improvements

Woking Borough Council

Showing service improvements between 1 April 2025 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 - 1 of 1 cases with service improvements

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

  • Woking Borough Council (24 004 402)

    Category: Environment and regulation Date: 12-May-2025

    Summary

    Mr X complained the Council unfairly rejected his application to hold a circus on its land and poor complaint handling. We found the Council was at fault because it did not respond to his complaint or several enquiries by us. This caused Mr X avoidable distress, time and trouble. To remedy this injustice, the Council has agreed to apologise, make a payment to Mr X and take action to improve its service. We did not find fault with the Council’s decision to refuse his application because it was entitled to decide not to host any large events on its land. We found no evidence of an inconsistent or discriminatory approach to circuses, as claimed by Mr X.

    Service improvements

    The Council will review what went wrong with the complaint handling in this case, including the failure to respond to the Ombudsman on several occasions. It should take action to ensure both complaints and Ombudsman enquiries are not overlooked in future.

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