Service improvements

Worthing Borough Council

Showing service improvements between 1 April 2022 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 - 3 of 3 cases with service improvements

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

  • Worthing Borough Council (24 009 140)

    Category: Other Categories Date: 09-Apr-2025

    Summary

    Mrs X complained that the Council has failed to fix the leisure centre doors which do not always open automatically for her as a wheelchair user when using the push pad. There was no fault in the Council’s attempts to fix the door. However, the Council does not have an adequate plan in place for how disabled people can access the leisure centre when the doors break. This has resulted in Mrs X having to wait outside on various occasions for a staff member to let her in which has caused distress and frustration. The Council agreed to apologise, make a symbolic payment and review its Equality Impact Assessment (EIA).

    Service improvements

    The Council has agreed to review its Equality Impact Assessment to consider how it can support disabled people to access the leisure centre when the external doors are not working and carry out any actions it has identified.

  • Worthing Borough Council (23 007 485)

    Category: Housing Date: 30-Apr-2024

    Summary

    Ms X complained the Council placed an unsuitable tenant, Y, in her property, let through a Council scheme to support homeless people. Ms X also complained the Council failed to support Y when Ms X raised concerns about her behaviour. Ms X said Y damaged the property and she incurred significant costs because of this. There was fault in the way the Council did not secure an up to date reference and did not complete its complaint process. Ms X suffered uncertainty as a result of the fault and was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and issue guidance to its staff.

    Service improvements

    •Remind relevant staff of the importance of providing accurate, up to date information, in accordance with its policies.•Remind relevant staff of the importance of effective complaint handling.

  • Worthing Borough Council (21 014 621)

    Category: Benefits and tax Date: 14-Jul-2022

    Summary

    Mr X complains the Council failed to prevent deductions the DWP made from his Universal Credit. Mr X also says the Council have not refunded all the moneys it owes. Mr X says that as a result of the Council’s actions, he suffered financial hardship. I have concluded my investigation and found fault in the Council’s failure to prevent and refund deductions taken from Mr X’s Universal Credit. This fault has caused Mr X an injustice, and I have proposed recommendations to the Council.

    Service improvements

    Explain what it will do to promptly identify and refund any additional payments received after an overpayment is cleared.

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