Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

Worthing Borough Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    50% of complaints we investigated were upheld.

    This compares to an average of 59% in similar authorities.

    3 upheld decisions

    Adjusted for Worthing Borough Council's population, this is
    2.7 upheld decisions per 100,000 residents
    .

    The average for authorities of this type is
    1.4 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 6 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 100% in similar authorities.

    Statistics are based on a total of 3 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 33% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    1 satisfactory remedy decision

    Statistics are based on a total of 3 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against Worthing Borough Council

No public reports published

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 21 014 621

Category: Benefits and tax

Sub Category: Housing benefit and council tax benefit

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

Case reference: 19 005 309

Category: Housing

Sub Category: Homelessness

  • Remind officers who deal with complaints of the importance of adhering to the timescales set out in its complaints procedure.

Case reference: 19 001 034

Category: Planning

Sub Category: Enforcement

  • The Council will review the wording on its websiteregarding the public speaking times to ensure this is consistent with thewording in its Constitution.

Case reference: 18 017 571

Category: Benefits and tax

Sub Category: Housing benefit and council tax benefit

  • Provide evidence that it has reminded officers in its overpayments team of the DWP’s ‘Housing Benefit overpayments guide: Recovery of overpayments’, including that direct earnings attachments should be used as a last resort and it is good practice to send a letter before claim first.
  • Consider whether to exercise discretion not to include the gross up of £766 in the deductions for November 2018 as it did for the £1,600 amount. Provide Miss B with detailed reasons for its decision

Case reference: 18 015 315

Category: Planning

Sub Category: Planning applications

  • The Council had no record of the complaint response provided verbally to the complainant. It has agreed to take steps to ensure it provides written complaint responses in future and keeps a record of key discussions with complainants.

Case reference: 18 005 173

Category: Housing

Sub Category: Homelessness

  • The Council agreed to review what happened here and make any necessary changes to procedures or staff training to minimise the chances of the identified faults recurring.

6

Service improvements agreed by Worthing Borough Council

View all

Last updated: 4 April 2015

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