Case Ref: 21 000 393 Category: Benefits and tax Sub Category: COVID-19

• The council will remind staff of the need to give clear, evidence based reasons for its decisions, explained in context, in line with the Ombudsman’s Principles of Good Administrative Practice.

Case Ref: 21 000 222 Category: Transport and highways Sub Category: Traffic management

• The Council will issue guidance to the departments involved in this complaint about record keeping
• The Council will remind those who manage corporate complaints about the timescales for responding at each stage and the importance of meeting these deadlines.

Case Ref: 20 013 631 Category: Housing Sub Category: Allocations

• The Council has agreed to amend its housing allocation scheme by 31 August 2022 to include the assessment and allocation of bedsit and studio accommodation.

Case Ref: 20 013 391 Category: Housing Sub Category: Allocations

• The Council will show the Ombudsman that it has reviewed how information is shared between its Antisocial Behaviour and Housing services.

Case Ref: 20 012 901 Category: Adult care services Sub Category: Safeguarding

• The Council will remind its officer of being mindful of the principles set out in the Mental Capacity Act 2005 when dealing with safeguarding reports. It will also consider whether any training is necessary for its officers.

Case Ref: 20 012 611 Category: Education Sub Category: Special educational needs

• The Council will issue guidance to staff involved in the EHC process about the statutory timescales for EHC plans.

Case Ref: 20 011 746 Category: Education Sub Category: Special educational needs

• The Council will put the policy it told the Ombudsman it was developing in 2020 about section 19 education on its website together with details of the named officer responsible for pupils with health needs.

Case Ref: 20 011 188 Category: Housing Sub Category: Allocations

• The Council has agreed to develop a policy on how to allocate temporary housing to homeless applicants waiting on the planned move list, and in particular how to prioritise between applicants in accommodation with shared facilities and applicants in significantly overcrowded accommodation.
• The Council has agreed to take action to ensure it carries out reviews of the suitability of accommodation within the statutory timescales.
• The Council has agreed to highlight this case to relevant staff and remind them to fully explain the reasons for their decisions when carrying out housing priority reviews.
• The Council has agreed to consider whether to amend its Housing Allocations Scheme to allow applicants who are significantly overcrowded, but not statutorily overcrowded, to bid on properties with one less bedroom than they need, but with two reception rooms.
• The Council has agreed to take action to reduce delays in complaint handling.

Case Ref: 20 010 642 Category: Environment and regulation Sub Category: Noise

• The Council should review how the Housing Team and Environmental Health teams work together and share information in the light of Miss X’s complaint. It should take action to ensure that information is shared appropriately and the teams work together better for their mutual benefit and for the benefit of citizens.

Case Ref: 20 010 367 Category: Housing Sub Category: Allocations

• To ensure the information the Council publishes about recent lets is accurate, the Council has requested a change to its software. In the meantime, the Council will put measures in place to ensure the information it publishes is checked for accuracy.