Case Ref: 20 006 405 Category: Housing Sub Category: Allocations

• The Council has agreed to review its online application form to ensure it clearly sets out the suitability and financial information it requires applicants to provide in relation to any properties they own/ have a financial interest in.
• The Council has also agreed to remind/revise its guidance to officers that they may need to request additional information from applicants to assess whether they qualify to join the housing register.

Case Ref: 20 004 879 Category: Benefits and tax Sub Category: Council tax

• Complete a review of the procedure(s) and system(s) in place following an enforcement visit where there was no contact with the debtor.
• Complete a review of the procedure followed for communicating with debtors that have multiple debts.

Case Ref: 20 003 832 Category: Adult care services Sub Category: Domiciliary care

• The Council will ensure the care provider’s documents meet its core service standards. On completion of this, the Council will carry out a quality assurance check of a sample of records for care it has commissioned from the care provider. This is to ensure the care provider’s record keeping is adequate and in accordance with the core service standards.
• The Council will also: •ensure the care provider provides training to carers on checking for and recognising the signs of pressure sores and the appropriate action to be taken; and
• •review its procedures to ensure officers consider investigating the standard of care provided by a commissioned care provider in the event a safeguarding referral raises indicators of poor care but a safeguarding investigation is not warranted.

Case Ref: 20 002 072 Category: Education Sub Category: Alternative provision

• The Council has agreed to provide reminders/training to ensure that staff understand the Council’s duty to offer suitable alternative educational provision when children are out of school and not receiving a full-time education.

Case Ref: 20 001 802 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council agreed to arrange a briefing for staff in the Benefits Service who handle requests for Housing Benefit reconsiderations and appeals to make them aware of the findings of the First Tier Tribunal and the faults we have identified.

Case Ref: 20 001 560 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind relevant staff of the duty to inform applicants of all homeless decisions in writing, explaining relevant review rights.
• The Council has agreed to remind relevant staff that to end a homelessness duty based on suitable accommodation being available for at least six months, the Council must demonstrate how it is satisfied this is the case.
• The Council has agreed to remind relevant staff of the law and guidance about setting out reasonable steps for both the Council and the applicant in a Personalised Housing Plan.
• The Council has agreed to remind relevant staff of the process for dealing with s198 Local Connection referrals from another local authority.

Case Ref: 20 000 991 Category: Environment and regulation Sub Category: Noise

• The Council has agreed to: • Ensure the depot operates according to the operating hours outlined by the Council;
• • Review the parking arrangements at the depot to minimise impact on nearby residents;
• • Review its complaint handling processes.
• •Review its complaint handling processes

Case Ref: 19 019 194 Category: Children's care services Sub Category: Fostering

• The Council will distil the learning from this complaint in relation to data breaches including contacting people when data breaches are made and reporting data breaches from contractors and officers. It will tell me what action it will take to do this.
• The Council will tell me what action it will take in relation to having due regard for complainants' human rights.
• The Council will provide me with its relevant internal policy on acknowledgement of complaints

Case Ref: 19 018 743 Category: Housing Sub Category: Allocations

• The Council should invite other members of a Multi Agency Risk Assessment Conference to hold a join review of the handling of a case to see what lessons can be learned and what improvements can be made to individual services and communication between services.
• The Council should produce a joint working agreement or protocol between children’s services and its housing department to set out responsibilities and communication channels when dealing with families who are homeless or who need to move from their accommodation.
• The Council should provide training to children’s services staff on the Council’s duties to homeless families and remind staff of the Council’s duties under section 213B of the Housing Act 1996 (as inserted by the Homelessness (Review Procedure) Regulations 2018).
• The Council should remind relevant staff that homelessness applications can be considered alongside housing applications.
• The Council should remind staff in its housing department to review and take necessary action when supporting information is received in relation to a housing application.

Case Ref: 19 018 718 Category: Education Sub Category: School transport

• The Council will review its appeal procedures to ensure applicants are invited to provide verbal representations to the stage two appeal panel. The Council should explain to the Ombudsman the action it has taken to improve its performance in this area.