Case Ref: 22 003 018 Category: Housing Sub Category: Homelessness

• The Council will show it has reviewed the complaint and identified the lessons learned in terms of:a) Record keeping; b) Clarity about homelessness decisions and issuing decision letters;c) Agreeing PHPs with the applicant;d) How it explains to applicants their right to interim accommodation and more specifically how it explores the suitability of this with disabled applicants; ande) How it meets the duties of the Equality Act 2010 including the Public Sector Equality Duty with regard to its homelessness duties. It will share the lessons learned with relevant staff.

Case Ref: 22 008 142 Category: Education Sub Category: Special educational needs

• The Council will remind officers dealing with complaints to ensure they do not prevent a complaint about delay going forward until the process that is the subject of the delay is completed.
• The Council will carry out training for officers dealing with EHCPs to ensure they are aware of the need to comply with the timescales set out in the code of practice and of the requirements during the EHC needs assessment.

Case Ref: 22 008 030 Category: Education Sub Category: Special educational needs

• The Council will carry out a training session for officers dealing with EHCPs to ensure they are aware of the timescales they must adhere to.
• The Council will provide evidence of the steps it has taken or is taking to identify alternative education provision for children not attending school and not able to receive home tuition.

Case Ref: 22 005 217 Category: Education Sub Category: Special educational needs

• The Council has agreed to review its procedures regarding the annual review process and ensure information is gathered and shared with all parties prior to the meeting.
• The Council has agreed to ensure it issues decision letters after annual reviews within statutory timescales and minimises delays and provide evidence this guidance has been sent to relevant staff.
• The Council will implement procedures for monitoring and recording delivery of provision in the EHC Plans of its children and young people that it is under a non-delegable duty to make sure are provided.

Case Ref: 22 003 639 Category: Children's care services Sub Category: Other

• The Council agreed to carry out training with the relevant staff on its duties under the statutory children’s complaints procedure.
• The Council was at fault when it delayed in completing stage 2 of the statutory children's complaints procedure and refused to progress to stage 3. The Council agreed to carry out an audit of statutory children’s complaints between April 2021 and July 2022 to determine if there have been other cases where it has refused to progress to either stage 2 or stage 3 of the procedures after a request by the complainant. The Council agreed to report its findings to the relevant overview and scrutiny committee together with the findings of this investigation and an action plan specifying how it will deal with any identified cases.

Case Ref: 22 002 510 Category: Environment and regulation Sub Category: Antisocial behaviour

• The Council will issue written reminders to relevant staff to ensure community trigger review requests are dealt in line with the Council's published policy.
• The Council will issue written reminders to relevant staff to ensure they are aware of their duties under theEquality Act 2010 and they must respond when someone asks for reasonableadjustments.
• The Council will issue written reminders to relevant staff to ensure complaints are escalated appropriately and in accordance with the Council’s complaints procedure.
• The Council will issue written reminders to relevant staff to ensure requests to submit evidence to support complaints of ongoing anti-social behaviour are actioned in a timely way.

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.