Case Ref: 21 008 052 Category: Environment and regulation Sub Category: Other

• The Council will remind complaint handling staff of the Ombudsman’s remit and to signpost to us within a final response where appropriate.

Case Ref: 22 009 851 Category: Education Sub Category: Special educational needs

• The Council will take action to ensure it can access the casework records of staff working in its Special Educational Needs department, even after they have left employment with the Council.

Case Ref: 22 008 463 Category: Housing Sub Category: Allocations

• Provide the Ombudsman with an updated report to show what impact the measures it has taken to deal with the backlog of reviews have had.

Case Ref: 22 008 408 Category: Education Sub Category: Special educational needs

• The Council will review how it considers and deals with Education, Health and Care plan cases with the Special Education Needs and Disability tribunal. It should ensure it has processes in place to ensure it is able to start providing provision in line with any tribunal orders by the statutory timescales after an order is given.

Case Ref: 22 007 501 Category: Transport and highways Sub Category: Parking and other penalties

• The Council must arrange and provide complaint handling staff with training to ensure staff provide full explanation in its responses.

Case Ref: 22 007 269 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will ensure all members of the staff dealing withPenalty Charge Notices and their managers review ‘Birmingham City Council Guidelines for the consideration of representations and cancellation of Penalty Charge Notices(PCNs) issued for being in a Clean Air Zone (CAZ)’ version 3. The Council will provide us with the evidence this has happened.

Case Ref: 22 006 364 Category: Housing Sub Category: Allocations

• The Council has agreed to review its procedures for closing homelessness cases due to loss of contact, to ensure it always tries to make contact with the applicant before closing the case.
• The Council has agreed to remind officers of the correct procedure for reopening homelessness cases, to ensure the housing team is notified when a homeless duty has been accepted.
• The Council has agreed to highlight this case to relevant complaints officers and take action to improve the way it responds to complaints.

Case Ref: 22 006 282 Category: Education Sub Category: Alternative provision

• The Council agreed to remind relevant staff that the Council has a duty to consider individual circumstances, at the time, in deciding whether it has a statutory duty to provide alternative provision for children out of school due to illness, exclusion or otherwise. The Council should ensure staff properly record the decision and the reasons for it at the time.

Case Ref: 22 005 096 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will confirm to the Ombudsman it has issued its policy on dropped kerb applications and carried out staff training on that policy.
• The Council will update its website to reflect its new policy on dropped kerb applications. This should include that the Council requires a clearance distance, typically 45cm, from obstructions like telephone poles. It should also include that applications for a dropped kerb may be refused if such a distance is not possible.

Case Ref: 22 003 882 Category: Transport and highways Sub Category: Other

• Review its internal procedure for ensuring compliance with, and providing evidence of, any future recommendations made by the Ombudsman.