Case Ref: 22 006 743 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will issue a reminder to the crew of the importance of reporting access difficulties.
• The Council will write to residents explaining the issues parking can cause for refuse collections and requesting that they do not park inconsiderately.

Case Ref: 22 006 315 Category: Adult care services Sub Category: Other

• The Council will provide guidance or training for relevant staff about the need to consider whether it should depart from its charging for residential care policy when challenged, keep a clear record of its reasons for not doing so in a particular case, and explain its reasons.
• The Council will review its complaints process to ensure it responds to complaints within its published timescales where possible, and that relevant staff are prompted to update complainants where target timescales cannot be met.

Case Ref: 22 005 982 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to take steps to ensure that council tax queries are answered within one month, that the right of appeal is explained and that complaints are escalated promptly once a request is made.

Case Ref: 22 003 742 Category: Housing Sub Category: Homelessness

• • The Council has agreed within one month to review its complaint handling to ensure written responses at both stages of the complaints procedure.

Case Ref: 22 003 715 Category: Education Sub Category: Special educational needs

• The Council has agreed to review its system to check that final EHCPs have been issued follow annual reviews.
• The Council will remind staff in the education department of the alternative provision policy and that it applies to all children who are out of school for any authorised absence and attendance is not being enforced.

Case Ref: 22 003 373 Category: Education Sub Category: Special educational needs

• The Council will review its processes to ensure it issues Educational Health and Care plans within statutory timescales.
• The Council will prepare a factsheet for parents setting out the different ways a child can be placed in its care, which provides sufficient information for them to make an informed choice about how to proceed.
• The Council will review its complaints process to ensure that where parts of a complaint come within the scope of the children's statutory complaints process, it will use the statutory process to address the complaint, and to ensure that it responds to complaints either in line with the timescales set out its own complaints policy or in line with the children's statutory complaints process, as appropriate.

Case Ref: 22 002 120 Category: Adult care services Sub Category: Residential care

• The Council has agreed to review the safeguarding process to ensure that delays such as in this case are avoided in future
• The Council has agreed to ensure the Care Quality Commission has been alerted to the Care Provider’s failings in this case
• The Council has agreed to confirm that the actions identified by the safeguarding enquiry and monitoring have been completed

Case Ref: 22 001 012 Category: Children's care services Sub Category: Child protection

• The Council has agreed to review its procedures for when the referring body, such as the NHS, does not provide further information about a safeguarding referral when requested.

Case Ref: 21 017 741 Category: Adult care services Sub Category: Other

• The Council will also issue a reminder to all relevant staff to ensure they comply with the communication protocol.

Case Ref: 21 016 611 Category: Housing Sub Category: Allocations

• The Council will review and communicate to all staff how the it should respond to enquiries about the status of advertised properties. Responses should be consistent with its Policy to supporting customers and promoting self-service options, whilst mitigating risk of providing inaccurate information.
• The Council will remind its officers to only provide accurate information about the availability of properties on its Lettings Scheme or seek information from its local housing offices before providing such information to applicants.