Case Ref: 21 018 828 Category: Adult care services Sub Category: Disabled facilities grants

• The Council will tell us what mechanisms it will put in place to ensure that proper action is taken following decisions taken by panels such as the one in this case where action needed is taken promptly and referred on to the correct departments and officers and how it will ensure case offices fully understand and communicate accurate reasons for panel decisions to service users.

Case Ref: 21 005 843 Category: Transport and highways Sub Category: Highway repair and maintenance

• The Council will send a memo to officers dealing with complaints to remind them of the need to comply with the timescale set in the Council’s complaints procedure and provide updates to those who have complained when delays are experienced

Case Ref: 21 005 096 Category: Education Sub Category: School admissions

• The Council will review its admissions literature to ensure it sets out the rights of parents of summer born children to request deferred entry to reception and explains the process they must follow.

Case Ref: 21 003 701 Category: Adult care services Sub Category: Charging

• The Council should send a reminder to officers dealing with care assessments covering: •the need to provide the service user or family member with a copy of the Council's charging policy before a move to a care home takes place; •the need to ensure officers follow the care and support statutory guidance in terms of identifying at least one affordable placement that does not require a top up fee and for officers to discuss with families the implications of choosing a more expensive placement before the move to a care home takes place; and •the importance of providing clear and simple financial advice to help people understand total care costs. In individual cases the Council should be clear on what it will pay, what the client will pay and if a third party top-up is required and agreed.

Case Ref: 21 003 131 Category: Transport and highways Sub Category: Parking and other penalties

• The Council has agreed to write to all permit-holders in the parking zone around the complainant's house and inform them of the current parking issues, the likely impact on parking availability, and how long it will be before parking returns to normal.
• The Council has agreed to review the system it uses to record decision-making in its parking department, and has agreed to write to us to set out how, in future, it will ensure decisions are properly recorded.

Case Ref: 21 002 820 Category: Transport and highways Sub Category: Parking and other penalties

• The Council agreed to remind officers from its parking and enforcement team of the importance of considering using their discretion to cancel Penalty Charge Notices on appeal, based on individual circumstances.
• The Council agreed to remind officers from its parking and enforcement team to include information about owners' rights at each stage of the Penalty Charge Notice process in correspondence.

Case Ref: 20 004 109 Category: Children's care services Sub Category: Friends and family carers

• The Council has agreed to review the special guardianship order allowance payments of 250 children to see if they are owed money for age-related increases the Council should have made to the allowance.

Case Ref: 19 020 855 Category: Environment and regulation Sub Category: Other

• Remind staff about Government Guidance and importance of following policy and procedure

Case Ref: 19 020 644 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council was at fault for failing to regularly collect waste from the complainant's home and the failure of action taken to improve the service. The Council agrees to continue to monitor the service for six months and to report progress to the Cabinet member responsible for waste collection for further scrutiny.

Case Ref: 19 015 568 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will take steps to ensure that its officers and bailiffs make complainants aware that they may file a statutory declaration where they say they have not received relevant notifications regarding their liability for a Penalty Charge Notice.
• The Council will remind officers of the importance of checking the facts before responding to correspondence questioning liability for a Penalty Charge Notice.